Hi,
I have a couple of questions regarding case creation in the Webex CIF Integration with Microsoft Dynamics:
1. Automatic Case Creation During a Call
Can Webex Contact Center automatically create a new case in Dynamics during a call with a customer?
I came across the following configuration in the documentation:
"createCaseRecordConfig": [ { "CadFieldName": "contactId", "msDynamicsFieldName": "customerid", "isDefaultValueEnabled": false, "defaultFieldValue": "" }, { "CadFieldName": "ivrDescription", "msDynamicsFieldName": "title", "isDefaultValueEnabled": true, "defaultFieldValue": "case created by webexcc" } ]
Does this configuration enable automatic case creation when a call is initiated or connected?
2. List of Supported CadFieldName Values
Is there a complete list of all supported values for the CadFieldName field?
