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Spinning off business cases for an email bot

Updated on September 8, 2022

To immediately address a user request sent by email, you can spin off a related business case for triage. By performing this action, you ensure that your application automatically saves the information described in a business case, and marks it for immediate action. As a result, the system encapsulates user requests inside a business case life cycle, for quicker response and resolution of the reported issue.

For example, a customer service representative (CSR) can immediately save a user request for a car insurance quote as an Insurance Quote business case.
Note: The system generates training data when a CSR spins off a business case by selecting a case from the suggested case or other cases list.
  1. Open a portal by performing one of the following actions:
    • To open the Case Manager portal, in App Studio, click Case Manager.
    • To open the Email Manager portal, in App Studio, click Case Manager, and then click Email Manager.
  2. Open a triage case by performing one of the following actions:
    • To edit a triage case in the Case Manager portal, in the dashboard view in the list of cases, click a case name.
    • To edit a triage case in the Email Manager portal, in the list of emails, click an email.
    For example: Click ET-796.
  3. In the right panel, click the Details tab.
    The Create case section displays a list of suggested business cases for the triage case.
  4. In the Create case section, click the name of a business case that you want to spin off for triage.
    For example: Click Car insurance to create a car insurance business case in the application.
  5. In the Create case name section of the Description field, enter a short description of the triage case, to save in the business case.
  6. In the Label field, enter the name of the operator that is triaging the case.
  7. Click Create case.
    Result: A message displays, stating that a new business case has been created, for example: New "Car Insurance" C-2723 was created.
What to do next: Once a customer service representative takes actions to address the issue reported in the triage case, for example, they transfer the reported details to another operator and reply to the user, they can mark the triage case as completed. For more information, see Resolving triage cases.

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