Linking related cases for an email bot
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 more information, see Spinning off business cases for an email bot.
- Mark as duplicate related business cases for a new business case.For more information, see Mapping to duplicate or related cases for an email bot.
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