We are implementing EC Service Center and one step we have to look at is the Workflows in C4C in Employee Ticket Management. The workflows focus are the notifications which go out to the Employee i.e.
01: Workflow > Send Email to Employee confirming Ticket is created
02: Workflow > Send Email to Employee confirming Ticket is completed with a link to feedback survey
03: Workflow > Close Ticket after 10 days.
Within C4C we will have status: New, In Process (with Agent), In Process (with Employee), Solution Determined, Solution Confirmed, Closed.
On looking in the Service Center and how Employee can interact with it I see that there is functionality where on Solution Determined Employees can Reject or Accept and likewise the option for the Employee to Close a ticket at any point.
How can this be handled in Workflow Logic and Triggers?
Does anyone have a good example of how they implemented workflows to cater for these types of functionality so notifications or likewise the closure of tickets operates correctly?
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