Suggestions

Cases in Emplifi Agent use a concept known as suggestions. These are items that Emplifi Agent automatically recommends that you add to the case, based on the data that you have entered. Suggestions can display automatically, but at other times they require further action in order to be displayed.

Suggestions are defined by your system administrator.

Any of the following can be suggested by the system:

• Letters

• Enclosures

• Actions

• Surveys

Manual Suggestions

To manually check for suggestions based on your current case values:

• From the Application Menu, select either the Suggest Letters button or the Suggest Enclosures button.

If any suggested items are found, they are added to ESP. Follow the instructions below to either accept or reject the suggestion.

Automatic Suggestions

Some items are automatically suggested as you enter data on the case. A suggestion can be triggered from nearly any field on the Case page. The suggestion displays in an ESP card as soon as you tab from the field. Follow the procedure described below to either accept or reject the suggestion.

Mandatory Suggestions

Some suggestions are "mandatory," which means you are not given the option to accept or reject the item. The item is automatically added to the case. The best practice is to accompany these suggestions with an alert that notifies the agent of the suggestion and provides any applicable information.

Accepting or Rejecting Suggestions

Suggested items appear in the ESP along with regular items of the same type. To make a suggested item a permanent part of a case, it must be accepted.

To accept a suggested item:

• In ESP, click Accept for the suggestion you want to accept. The system adds the suggested item to the case.

If you do not want to use a suggested item, you have two options:

• Do nothing with the item. It goes away the next time you save the case or close the Case page.

• Reject the item to have it removed immediately.

To reject a suggested item:

• In ESP, click Reject for the suggestion you want to reject. The system removes the suggested item from the case.

For suggested paragraphs, you can preview the paragraph before accepting or rejecting it.