At the end of the summer CREAM adds a positive touch - a collection of a few small things that, despite their small size, fill large gaps in daily customer service.
The first is the ability to recognize incoming correspondence and attach it automatically to an existing case. The system, when receiving e-mails that respond to messages sent directly from cases, automatically recognizes and adds such answers to the existing case. Previously, users had to do this work manually, today it is enough to configure the query processing rule accordingly.
The second new feature is the ability to attach existing activities to the course of the case (workflow). Previously, the adaptation allowed only adding new tasks as part of the case steps, from now you can join them from existing ones.
The icing on the cake in the workflow view is certainly the ability to solve a specific task directly on the list, without having to go into details of each of them. This little thing enabled the handling of case steps in the form of a simple list of activities (to do).
The full list of changes here.