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Enhancement Request: New Threads for Direct Message Responses After Delayed Period of Time (Doc ID 2401209.1)

Last updated on JUNE 19, 2018

Applies to:

Oracle Social Engagement and Monitoring Cloud Service - Version N/A and later
Information in this document applies to any platform.

Goal

Problem Description
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When a customer sends a pro-active DM after a long period it just joins the same thread in SRM. While it is good to see the history it would be better to be able to see this as a 'new' task and not part of an existing 'case'. If SRM could have a case system where users had control over this by assigning to a case a specific message then this might be easier to manage and report.
 

Solution

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