Skip to main content


         This documentation site is for previous versions. Visit our new documentation site for current releases.      
 

Linking related cases for an email bot

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.

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best.

Pega.com is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us