About Kev_B

Kev_B · ‎03-13-2020

Thanks @Fellsteruk We made a change about a year back to a priority based model. We combine our social & community responses and assign based on priority in Response. What we found was a lot of community posts didn't quite fit the criteria and SU's were complaining of lack of opportunity to respond. So we've got a 24 hour delay on some boards + escalate button to pull straight into Response. What we've found is the SU resource isn't enough to catch all those posts and we've seen declining return on Value surveys. What I'm trying to do is keep that in place, but auto-escalate for any new members (defined by a role) so we answer those quickly. We know our new members usually end up with us as a last resort so it's prudent to have the chance to answer quickly if needed. But the role-based auto escalate doesn't do anything, so suspect it may be configuration rather than admin settings.

Kev_B · ‎03-11-2020

Hey, We're using manual topic & message escalations and have it working via email & pushing a conversation into Response immediately (on boards where there's a 24 hour delay). We're now trying to use auto escalations to push messages from certain users (defined with a role) to Response before the 24 hour delay. I've set this up to test with the minimum 1 minute delay and created some posts, but I'm not seeing either an email or the conversation being pushed into Response. Is there a fundamental difference between auto & manual escalations that might explain why this isn't working as expected? The documentation doesn't explain any additional considerations for auto escalations beyond setting up the options. It's mentioned alongside manual escalations as well, implying that the functionality would be the same. Thanks, Kev

Kev_B · ‎01-17-2020

Hi, We've noticed a few opportunistic spammers creating what appear to be real posts, talking about our products the way genuine posters would. The posts usually contain links to whatever site they're pushing. I'm interested if anybody has seen similar and has any tips? I'm concerned that marking the posts as spam might train the filter to route genuine posts out. Has anybody dealt with similar?

Kev_B · ‎06-17-2019

@KateF wrote: @Kev_B & @Lindsey, we were able to get Places disabled by simply logging a support case and requesting it. We run a cancer support community, so not appropriate or needed with ours. @Lindsey ditto what @KateF said - it was just a case of logging a support ticket.

Kev_B · ‎05-15-2019

We have an agent whose Community PM's aren't being imported into Response for some reason. Their profile in community is correctly configured and they're able to send PM's to community via Response, just none of the PM's sent to them are being pulled in. Has anybody experienced similar - are there any common troubleshooting steps for these types of issues, or is it a support case?

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Re: Do auto escalation work the same as manual escalations?

Do auto escalation work the same as manual escalations?

Smart spam

Re: "New" Search

Community PM's not importing to Response