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Resolving triage cases

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Once a customer service representative (CSR) carries out all of the necessary actions during the email triage process, they can mark the triage case as completed by resolving it. By properly resolving triage cases, the CSR ensures that Pega Email Bot™ manages user emails more efficiently, and that only the currently unresolved requests from users are tracked.

For example, a CSR addresses a request for a car insurance quote by sending an email reply to the user, spinning off a related business case, and then resolving the triage case in the system.
Perform any of the following actions for a triage case:
  1. Open a portal by performing one the following actions:

    • To open the Case Manager portal, in App Studio, click Case Manager.
    • To open the Email Manager portal, in App Studio, click Case Manager, 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-961.
  3. In the toolbar above the text of the email message, click Resolve.

    The status of the triage case changes to resolved.
If there are more triage cases to process, the CSR can address the other user requests saved in the email bot. For more information, see Triaging incoming emails.
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