Associate an existing case with an email interaction
Avoid duplicate case creation by associating an existing case with an email interaction.
Vorbereitungen
Role required: sn_customerservice_agent or sn_customerservice_manager
Warum und wann dieser Vorgang ausgeführt wird
Prozedur
-
Select the List icon (
).
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From the top section, select the More Actions icon (
).
-
Select the case number from the Task drop-down list.
You can select the search icon (
) to view additional information about the task.
Ergebnisse
The email interaction has been linked to an existing case and displays in the Related Tasks section.