Case Rules automatically create cases when survey responses meet defined conditions to ensure timely follow-up and resolution of customer feedback.

Prerequisites

To access Close Loop Feedback, you would need Program Level Permissions. You will require Program Level View, Edit, and Delete permissions to gain access to it:

• View: Helps to view the feature.

• Edit: Helps to edit the feature.

• Delete: Helps to delete the feature.

  

Creating Case Rules

Let us have a look at the navigation steps:

1. Go to any Survey and navigate to the Automation section.

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2. Click + Automation.

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3. Select Response Case Rules and click Next.

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4. Fill in the details in the Create Response Case Rules section:

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   1. Name: Add a meaningful name to the rule

   2. Description: Add a description to the rule.

5. Go to the Conditions section and define a condition for the rule. A case will be created once the condition has been met.

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   1. Data Field: You need to select the data field.

   2. Condition: Select the condition of the data field. Survey Questions and Transaction Fields can be selected as a condition from the drop-down. You can define the conditions based on:

      1. Survey responses

      2. Respondent attributes

      3. Transaction-level properties

         These conditions define when a case should be triggered for a specific survey response.

   3. Operator: Select the operator like equals, not equals, less than, etc.

   4. Value: Select a value.

   5. You can click + Condition Group to add more conditions.

6. Go to Response Case Assigment and Escalation and fill in the details:

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   1. Case Assignment: Helps you to assign cases manually or dynamically.

      1. Case Assignment Method: You can select the method through which you would want the case to be assigned.

         1. Manual: You can assign all cases to a specific user and its ideal for teams that have a fixed point of contact for handling all survey responses.

            1. Assigned User: You can assign users to the case assignment. Escalation follows the same logic as case assignment to determine the Escalated Case Assignee. Additionally, you must define time-based escalation criteria to automatically reassign unresolved cases once the due time exceeds the specified Escalation Time.

         2. Dynamic: Cases can be automatically assigned based on survey-linked hierarchy levels, such as region or store. By selecting a specific hierarchy level, cases are assigned to users mapped at that level in the response-linked hierarchy file. A fallback user can be defined to ensure assignment continuity in situations where no mapped user is found or the primary user is deactivated. This assignment logic is configured by admins, and users are notified through standard case notifications when a case is assigned to them.

            Note: User mapped hierarchy is pre-requisite for it . Refer to the following article for further details.

   2. Case Escalation: Helps you to escalate cases either manually or dynamically.

      1. Case Escalation Method: You can select the escalation type from the dropdown.

         1. Manual: You can assign all the cases to a specific user manually.

            1. Assigned Escalation User: You can assign users to the case escalation.

         2. Dynamic: You can assigin users dynamically using Hierarchies.

      2. Escalation Criteria: You can select the escalation criteria for the users.

   3. Click Save.

Manage Case Rules

Click the Vertical Ellipsis (⋮) to access:

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• View Rule Details: You can access the rules by clicking this option.

• Edit Rule Details: You can edit the rule details.

• Rule Activity: Rule activity provides information about any activity that happens on a particular rule.

• Clone: You can clone the rule by accessing the clone option.

• Delete: You can delete the rule by clicking the delete option.

Priority Order of Case Rules

Case rules operate in a prioritized order, starting from the top. The system evaluates each rule sequentially, and as soon as a match is found, a case is created and the process stops. If no match is found, it proceeds to the next rule. Essentially, it's a rule-ranking mechanism.