Example case discussion in email and Pulse

Because email messages and attachments are integrated with Pulse, you can use email to continue a discussion with a case worker about your newly created case. The following example describes one way that you can use email and Pulse to discuss a case.

  • A customer reports a faulty hardware component by sending an email that describes the steps to reproduce the issue and includes a photo attachment of the component's serial number.

  • Your application receives the email, creates a case, and sends a confirmation email to the customer, which includes the case ID.

  • A case worker reviews the details of the case, which include the original email message and attachments in Pulse.

  • After reproducing the issue, the case worker posts a reply to the Pulse message that includes steps to resolve the issue.

  • The customer receives an email with the steps to resolve the issue.

  • The customer replies to the email, confirming that the issue is resolved.

  • The case worker is notified that a new message has been added to Pulse, reviews the case details, and resolves the case.