Mapping to duplicate or related cases for an email bot
Customer service representatives (CSRs) can overwrite information in case fields in a duplicate or related business case, with information from the new case. By mapping information to cases, you ensure that the same relevant information is available in all cases describing the same issue or business request.For example, CSRs can overwrite the account identifier and credit card number properties in a duplicate business case, so that the same information is available in the new business case that they spin off.
Open a portal by performing one of the following actions:
- To open the Case Manager portal, in Dev Studio, click Launch web interface, and then click Case Manager.
- To open the Email Manager portal, in Dev Studio, click Launch web interface, and then click Email Manager.
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.
In the right panel, click the Details tab.The Create case section displays a list of suggested business cases for the triage case.
In the Create case section, click the name of the new business case that you want to spin off for the triage case.If the system finds duplicate or related cases, the Potential duplicate cases have been found window displays a list of duplicate or related cases.
In the Potential duplicate cases have been found window, in the row for a duplicate or related case, click Compare.
In the compare with existing case window, select the check boxes next to the case properties for the new business case whose values you want to overwrite in an existing duplicate or related case.To overwrite the account identifier and shipping address fields in the duplicate or related case, select the AccountID check box and the Shipping address check box.
Click Mark as 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.