User guide

You do not install Casefork or paste a token. An admin has already pointed Casefork at your queues. You work the Case.

What you see on a Case

A new Case with a paragraph body is owned by a queue, and the Case shows a confidence number.

• A confident match is owned by the queue Casefork chose.
• A low-confidence Case is owned by the review queue your admin named. The choice and the confidence are still on the Case.
• The Needs Review list view shows Casefork choices below your org’s confidence floor. The list does not name a queue. Open it when you are working the Cases that were held.

While the Case sits on that review queue, the Case page shows the reason it was held, the two strongest queue options, and a button for each alternative. Other is the list of queues your admin entered.

The review queue

The review queue is an existing queue. Casefork does not create it. Your admin chose its API name in the setup wizard. Cases below the confidence floor, and Cases Casefork could not decide, land there when that queue exists. If the queue is missing, the Case keeps its current owner.

Assignment rules or Omni-Channel may pick the Case up after it is on that queue. Casefork does not run them.

How to correct a decision

Move the Case onto the right queue.

• Use a button on the review panel when the Case is still on the review queue. The owner becomes that queue.
• Or change the owner yourself to a queue your admin listed.

A move onto a different queue is a correction. It updates the same decision. It does not add a second one. The Lift tab counts those corrections. That tab is for managers, and it shows numbers only.