Configuring Use-Cases with SMS MagicUse-Case 1 - Case Management with field agents• Case updates to Customers & field-agents

Steps to achieve above Use-Case

• Workflow (to send Case Updates)– Create Rule - Case Status / Priority / Assignment– Choose Recipient (Creator, Owner, or related User)– Choose SMS Parameters : Template, Sender Id.– Task for sending SMS– (Separate workflow needs to be created for sending SMS

to Customer & Agent)

Create Rule - Case Status / Priority / Assignment

Choose Recipient (Creator, Owner, or related User, Mobile Number)

Choose SMS Parameters : Template, Sender Id

Task for sending SMS

(Separate workflow needs to be created for sending SMS to Customer & Agent)

Configuring Use-Cases with SMS Magic

Use-Case 2 – Student Engagement & confirming participation for Education companies• Campaign to inform Students about upcoming Classes, Events,

etc.• Confirming participation from students

Steps to achieve above Use-Case

• Campaign to inform Students– Add Student to a Campaign– Define SMS Template with Event Details– Manually Run / Schedule / Action from Workflow

• Confirming Participation– Student sends SMS with Keyword– Workflow on Incoming SMS – Identifies Keyword and

processes Action – Auto-response SMS, Alert Owner

Campaign to inform Students

Add Student to a Campaign

Add Student to a Campaign

Define SMS Template with Event Details

Manually Run / Schedule / Action from Workflow

Student sends SMS with Keyword

Incoming SMS logged in CRM

Workflow on Incoming SMS – Identifies Keyword and

Processes Action – Auto-response SMS