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Spinning off business cases for an email bot

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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 triage 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 can immediately save a user request for a car insurance quote as a new car insurance business case.
  1. 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.
  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.
    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.

    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.

    A message displays, stating that a new business case has been created, for example: New "Car Insurance" C-2723 was created.
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.

  • 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.

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