What is a typical use case of flow for case management in a contact center?

The identified use case of providing a wizard for troubleshooting customer issues aligns perfectly with the capabilities of flow within case management in a contact center. A flow can guide agents through a systematic process, enabling them to collect the necessary information, ask relevant questions, and lead them through troubleshooting steps to address customer issues effectively.

By using a wizard-like structure, the flow ensures that all pertinent checks are performed consistently, which can enhance the overall customer experience. This structured approach helps agents avoid common pitfalls and ensures they don't miss critical steps during the troubleshooting process. Thus, when agents have a clear path to follow, it enhances their efficiency and effectiveness in resolving cases.

In contrast, while creating a script can be useful, its primary role does not encompass the dynamic problem-solving nature that flows provide. Automated case closure pertains more to processes concerning case management rather than active troubleshooting. Managing agent performance reviews involves evaluating past performance rather than assisting in real-time case resolution. Hence, using a flow as a wizard for troubleshooting conveys the essence of interactivity and guided support required in effective case management within a contact center setting.