Prioritize and Filter Cases with Cleverly

With Cleverly, you can prioritize and filter cases based on their category. There are several ways in which you can do that:

• Organize a separate view for specific ticket categories, including revenue drivers;

• Raise ticket priority to “Critical” or “High” for specific categories or actions;

• Filter spam tickets.

Organizing a separate view for specific categories, including revenue drivers

Besides creating a view grouped by Cleverly category, you can also triage cases to separate views according to their categories.

Here are a few ideas for separate views:

• Separate view for the cases of the most common category;
• Separate view for the cases which don’t require an answer (e.g. out-of-office replies, delivery notifications, etc.);
• Separate view for different languages.

Any of these configurations would require you to configure the view as follows:

• Create a new view as described in this article;
• Add a new filter for “Cleverly Category”, change the “Operator” to “equals” and select the “Value” that matches the category you want;
• Click “Done.”

Raise priority on Salesforce

Salesforce uses its native fields to classify the priority of a case. Although this cannot be changed, you can create a view for the case category/categories you deem of high priority. For example, if you wish to raise the priority of all cases that are revenue drivers, or of any category that’s urgent for your business. 

To create such a view: 

• Create a new view as described in this article;
• Add a new filter for “Cleverly Category”, change the “Operator” to “equals” and select the “Value” that matches the category you want, which corresponds to the one(s) of urgent or high priority;
• Click “Done.”

Filter Spam Cases

Spam cases don’t have to be handled by agents, as they can create a lot of noise among their workload. To prevent that from happening, you can add a filter to your Cleverly category view to signal out spam cases by following the steps below: 

• Create a new view as described in this article;
• Add a new filter for “Cleverly Spam”, change the “Operator” to “equals” and select “true” as the “Value”;
• Click “Done.”