Final answer:
In order to configure case settings for generating automatic follow-up phone calls in the Service Management module, you must set up workflow rules, adjust the service level agreements, and ensure you have activity tracking in place. Don't forget to mark your calendar for the follow-up calls to maintain customer satisfaction.
Step-by-step explanation:
Configuring Case Settings for Follow-Up Calls
To configure case settings for automatically generating follow-up phone calls in the Service Management module, several key areas need to be tailored within the system. Firstly, you would configure the workflow rules to automate the creation of follow-up calls after a case has been submitted. This might involve setting up a case resolution activity that includes the scheduling of a phone call after a specified period or upon specific triggers, such as case closure.
Additionally, you might need to adjust service level agreements (SLAs) to ensure that the automated follow-up call aligns with the promised response times outlined in the agreements with customers. Lastly, ensure that the case management system has the capability for activity tracking to confirm follow-ups are executed as planned, and always keep a record of all customer interactions.
Tip: If you promise a follow-up call to check on the status of a case, ensure to mark your calendar and create alerts so you do not forget to carry it out as failing to do so may lead to customer dissatisfaction.