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Use Cases Introduction

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USE CASES - COMMON SCENARIOS

As Nimbus gets more features and complexity added, our Knowledge Base will expand alongside with "Use Cases" that cover various aspects in a "step-by-step" fashion. Follow them to get a good understanding of the structure and concept behind Nimbus.

INC Use Case Support Disclaimer

LIMITED SUPPORT ON USE CASE SCENARIOS

Use Case contents listed on this page have been created as examples.

🤔 What does this mean?

Our documentation was created within the versions of 3rd party products (e.g. Salesforce, Zendesk or other vendors) available to us. Your personal version or licensing type of 3rd party products may vary and change over time, resulting in limited or missing functionality.
Luware and Nimbus Support cannot guarantee that the example scenarios will work in every (future) customer scenario. Please consult your 3rd party manufacturer to determine whether your product version supports the functions and interfaces mentioned in our Use Cases.
Luware and Nimbus Support does not cover integration setup and administrative scenarios with any external systems mentioned in the documentation (e.g. Salesforce, Zendesk, Microsoft Dynamics, and other 3rd party manufacturers).
Luware does not provide support nor guarantee the executability of Use Cases in your environment.

→ Please ensure that you run your own internal testing before rolling out any large-scale integration into productive systems.

→ If you need further support for your Nimbus integration, please reach out to your account manager or customer success specialist.

🤔 On which topics can I get support on?

Troubleshooting on the Nimbus Power Automate Connector.
Troubleshooting on retrieval/integration for Nimbus System Fields and Parameters.
Inquiries on improvements and requests for Nimbus Features.
Any Feedback on our documentation (e.g. corrections and updates)

Note: This table is not comprehensive. For a full list, visit our Use Case Category.

Name and Goal of the Use Case	_UCID
Nimbus Installation	_{UC NIMB 000}
Use Case - Creating a Call Workflow	_{UC NIMB 001}
Use Case - Managing Caller Data in Sharepoint Lists	_{UC NIMB 002}
Use Case - Defining and using Codes	_{UC NIMB 003}
Use Case - Defining and using Conversation Context	_{UC NIMB 004}
Use Case - Setting up Interact	_{UC NIMB 005}
Use Case - Routing unassigned numbers to Nimbus	_{UC NIMB 006}
Use Case - Setting up a Federation IT Helpdesk	_{UC NIMB 007}
Use Case - Storing external CRM data in custom parameters	_{UC NIMB 008}
Use Case - Retrieving called Agent information from O365	_{UC NIMB 009}
Use Case - Caller Information from Graph	_{UC NIMB 010}
Use Case - Enabling additional authorization for Interact	_{UC NIMB 011}
Use Case - Filtering Attendant contact search via MS Graph	_{UC NIMB 012}
Use Case - Adding external Address Books via Power Automate	_{UC NIMB 013}
Use Case - Looking up phone numbers via Search.ch API	_{UC NIMB 014}
Use Case - Setting up a basic IVR Service	_{UC NIMB 015}
Use Case - Setting up a Contact Center	_{UC NIMB 016}
Use Case - Looking up caller data from a simple Excel list	_{UC NIMB 017}
Use Case - Creating a callback task for missed calls in Salesforce	_{UC NIMB 018}
Use Case - Connecting to Azure Table Storage inside a flow	_{UC NIMB 019}
Use Case - Updating a task for a known Contact in Salesforce	_{UC NIMB 020}
Use Case - Creating and opening a Salesforce-Task as Agent accepts a call	_{UC NIMB 021}
Use Case - Waiting for a parameter to be updated via Power Automate	_{UC NIMB 022}
Use Case - Forwarding Voicemails received in Nimbus to Email	_{UC NIMB 023}
Use Case - Working with Blacklists or Whitelists in Nimbus	_{UC NIMB 024}
Use Case - Creating an incident task in ServiceNow	_{UC NIMB 025}
Use Case - Creating a ServiceNow ticket based on user input	_{UC NIMB 027}
Use Case - Tracking extended user presence via Azure guest accounts	_{UC NIMB 028}
Use Case - Looking up a caller to open Dynamics 365 contact context	_{UC NIMB 029}
Use Case - Setting up Assistant	_{UC NIMB 030}
Use Case - Creating a callback task in Dynamics 365	_{UC NIMB 031}
Use Case - Connecting to OData via Postman	_{UC NIMB 032}
Use Case - Creating a custom settings page for a workflow	_{UC NIMB 033}
Use Case - Filtering the BI Report data model quickly	_{UC NIMB 034}
Use Case - Looking up caller information in HubSpot	_{UC NIMB 035}
Use Case - Looking up caller information from Zendesk	_{UC NIMB 036}
Use Case - Creating an IVR Ticket Service with Zendesk	_{UC NIMB 037}
Use Case - Creating a dynamic emergency message routing scenario	_{UC NIMB 038}
Use Case - Adding Custom Data to Luware Power BI Reports	_{UC NIMB 039}
Use Case - Planning After Call Work with Teams, Office and Nimbus	_{UC NIMB 040}
Use Case - Sending SMS through ACS in Nimbus	_{UC NIMB 041}
Use Case - Distinguishing external from internal calls	_{UC NIMB 041}
Use Case - Posting interactive custom adaptive cards to agents	_{UC NIMB 042}
Use Case - Transferring calls to an on-call agent from a SharePoint list	_{UC NIMB 043}
Use Case - Extending the standard Power BI Report with IVR Choices	_{UC NIMB 044}
Use Case - Collecting data from customers in an automated IVR without agents	_{UC NIMB 045}
Use Case - Integrating a customer satisfaction survey with Nimbus	_{UC NIMB 046}
Use Case - Creating Tasks in Planner for all Nimbus Service Calls	_{UC NIMB 047}
Use Case - Chaining of Assistant requests	_{UC NIMB 048}
Use Case - Exposing an API via Microsoft Entra ID	_{UC NIMB 049}
Use Case - Retrieving Microsoft Entra ID fields via Agent token	_{UC NIMB 050}
Use Case - Building a properties management customer service with Nimbus, Teams and HubSpot	_{UC NIMB 051}
Use Case - Building a Priority Service in Enterprise Routing	_{UC NIMB 053}
Use Case - Creating Nimbus outbound calls from a list of scheduled tasks	_{UC NIMB 054}
Use Case - Scheduling a call back task in Nimbus for missed calls on demand	_{UC NIMB 055}
Use Case - Collecting Customer Survey Values from a Workflow	_{UC NIMB 056}
Use Case - Creating a Dynamic IVR with TTS	_{UC NIMB 057}
Use Case - Showing a dynamic list of ticket links in Nimbus Assistant	_{UC NIMB 058}
Use Case - Using Save to Parameter activity to create custom triggers in the workflow	_{UC NIMB 059}
Use Case - Storing the Luware Recording link in a CRM	_{UC NIMB 060}
Use Case - Looking up caller information in BSI CRM	_{UC NIMB 061}
Use Case - Setting up Instant Messaging	_{UC NIMB 062}
Use Case - Adding a Nimbus Click to Call button in Salesforce	_{UC NIMB 063}
Use Case - Set preferred agent from CRM	_{UC NIMB 064}
Use Case - Using example Direct Call Templates with Hubspot CRM	_{UC NIMB 065}
How to use the "Save to Parameter" workflow activity	_{UC NIMB 066}
Use Case - Creating an External Task	_{UC NIMB 067}
Use Case - External Task in combination with Nimbus Assistant	_{UC NIMB 068}
Use Case - Answering a Dynamics Customer Voice survey within the IVR	_{UC NIMB 069}

Luware Knowledge

Nimbus

Recording

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Use Cases Introduction

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INC Use Case Support Disclaimer

LIMITED SUPPORT ON USE CASE SCENARIOS

🤔 What does this mean?

🤔 On which topics can I get support on?

Luware Knowledge

Nimbus

Recording

Resource Library

INC Use Case Support Disclaimer

LIMITED SUPPORT ON USE CASE SCENARIOS

🤔 What does this mean?

🤔 On which topics can I get support on?

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