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Linking related cases for an email bot

Suggest edit Updated on September 7, 2021

By linking related business cases in the Email Manager or Case Manager portal to a triage case, customer service representatives (CSRs) ensure that all of the relevant information from separate cases is easily accessible from one place. As a result, CSRs have access to all required information and can respond to user issues or requests more efficiently.

A related business case is automatically linked in the system to the triage case when you spin off this business case or mark it as a duplicate.
  • Spin off a business case from an email triage case.For example: The Related cases section on the Details tab in the right panel of the Email Manager or Case Manager portal displays the spun-off business case as a related case.
  • Mark as duplicate related business cases for a new business case.For example: The Related cases section on the Details tab in the right panel of the Email Manager or Case Manager portal displays the business case marked as a duplicate.
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