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Please note that on Friday, March 20, 2026, at 8:00 PM Pacific time, our Case Management System will undergo a scheduled maintenance for approximately 4 hours. During this time, case creation via SuiteAnswers will be unavailable and inbound calls will be routed to Customer Service.
Case Assignment to Customer Record
UPS, through their Quantum View service, can be set up to email our customer service staff whenever a delivery moves into exception status (i.e., something goes wrong and the package will be delayed).
I'd love to be able to set this email to auto generate a case that is automatically assigned to the customer record associated with the order. I have some access to passing along the information I provide UPS such as order number, customer name, customer email address.
Has anyone been able to set up an automatic case to customer record process? I've seen a number of thread, but limited solutions.
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