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Contact Center- Do you creates cases for all touchpoints?

edited Nov 22, 2019 10:25AM in CRM

Working on our contact center roll out- we are unsure whether to create a model where every contact gets created as a case or if some quick-question type calls should get a phone log entry or something.  Anyway care to share what they did for this?  I think the case form is pretty streamlined and I hate to lose the metrics but call center management is concerned about compliance of logging everything as a 'case".

TIA

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