Customer Relationship Management - PSFT (MOSC)

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Auto Default of Provider Group for Case Created via Inbound Email

edited Feb 12, 2014 6:52PM in Customer Relationship Management - PSFT (MOSC) 5 commentsAnswered

Suppose we setup a single call center business unit with multiple mailboxes, group worklist and provider groups created.

The relationship between the mailbox, group worklist and groups are all 1 to 1 eg. 20 mailboxes are mapped to 20 group worklists which is mapped to 20 provider groups respectively. How can we configure the CRM setup such that the provider group is defaulted based on the mailbox the inbound email is sent to? The release notes mention that this can be done but upon testing, this is not working. Appreciate if anyone can share how this can be achieved without customisation.

Thanks!

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