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Topics#Service CloudChuck Knobel's Post
Chuck Knobel (onsemi) posted in #Service Cloud
Apr 28, 2023, 9:02 PM
What is best strategy for handling spam type questions entering via E2C services? Client has asked to give case delete permissions to a couple of agents but I’m looking for better option. Wondering if it makes sense to add “cancel” (closed) status tho have them move to that status then setup Einstein to learn from those and potentially move future “spam” directly to cancel status. Thoughts? #Service Cloud #CaseManagment #Email #Einstein Email Insights
2 comments
  1. Chuck Knobel (onsemi)
    May 1, 2023, 3:40 PM

    @Douglas Vann  Thank you for your response and sharing what you are doing, I like what you have done and was heading to something similar when I wondered if we could somehow leverage Einstein to do some of the "blacklisting" itself, with some review.  Still thinking and hoping others will see this and share their thoughts.  In either case, I will be sure to share what I end up doing.  Thank you.

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