What solutions will satisfy this requirement? Universal Containers has activated Web-to-Case on their corporate website. IT configured Auto-response to thank the customer for logging the case and activated Assignment rules based on the state (USA) in which the customer resides. Case ownership is therefore determined and routed to the corresponding queue – North, South, East, or West. Customer Cases that do not meet the existing criteria should be assigned to Queue – World.
In order to do this, the person controlling Universal Containers should go to settings. Once there, change the default setting from the default case owner to queue world.
This will make sure that all of the customers who will log in from the United States will receive an auto-response from the company. The best thing about this is that you will allow your customers to submit their own cases directly to your company.
You will most likely have a team of people who will look into the cases and try to resolve the cases immediately. This will allow your hired team members to become more productive in solving the possible cases that people have submitted.