Symptom / Need

Manage cases collaboratively in Wolkvox CRM, allowing multiple users to edit case information regardless of who is assigned to the case.

Context / Scenarios

The "All users can edit" option on user profiles within Wolkvox CRM allows for more flexible and efficient case management. This feature is useful in various operational scenarios, such as technical support, claims management, sales, and sales follow-up, where collaboration between agents is essential.

Answer (Solution / Recommendation)

Benefits of Collaborative Editing

• Greater collaboration: Allows multiple agents to work on the same case, updating information in real time.
• Blockage reduction: Avoid delays in case management when the assigned case manager is unavailable.
• Adaptability to different processes: It adapts to the needs of each company, since the option can be activated or deactivated depending on the user profile.

Use Cases for Enabling Collaborative Editing

• Technical Support: Different agents may update the case depending on the progress of support.
• Customer service complaint management: Different teams can intervene without relying on a single manager.
• Sales and commercial follow-up: Multiple advisors can modify a case to continue the negotiation.

Permission activation

1. Access user profile settings in Wolkvox CRM.
2. Enable the "All users can edit" option for profiles that require this permission.

Save Changes

Users with the "All users can edit" permission will have the "Save" button enabled to apply changes made to any case information.