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.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 more information, see Mapping to duplicate or related cases for an email bot .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.
- Understanding the email triage process
When Pega Email Bot receives an email, the email content is first examined by a text analyzer to detect topics, entities (such as people and places), sentiment, and language. Once the email bot completes the text analysis, the system applies automatic email routing based on the outcome of the text analysis and the routing rules that you define for the email bot.
- Triaging incoming emails
By manually triaging emails for the Pega Email Bot, customer service representatives (CSRs) and other operators, such as managers, can work through multiple emails in the context of their application to address and resolve customer issues faster and more efficiently. Case workers triage emails in the Case Manager or Email Manager portal.