6. QSC: Working with Cases

This course is an introduction to the Cases feature in Qualtrics Social Connect. It covers what Cases are, how to enable this feature, as well as some advised workflow scenarios.

Learning Objectives:

1. Outline the dissimilarity between an individual message and a Case.
2. Identify when to use a specific Cases Status.
3. Enable Cases through setting up Case Creation Rules.
4. Describe what Case-specific Inbox folders are available, and where to find your Cases.
5. Implement and execute a Case Workflow Strategy.
6. Understand and be able to utilize the available Case-specific filters.
7. Compose Automation Recipes to automate Case actions.
8. Create Case Metric reports and illustrate how reporting on Case-level is different from message-based reports.

We recommend taking Inbox Management and Setup before taking this course.