Accessing associated cases and interaction emails
Access the associated case from the email interaction and vice versa. From the email interaction, agents can view the linked case for additional context. While from the case, they can access all related email interactions. This smooth navigation helps agents manage customer issues more effectively.
Access a case from an email interaction
View the linked case to get additional context on the email interaction.
Before you begin
Role required: sn_customerservice_agent or sn_customerservice_manager
Procedure
Navigate to All > CSM/FSM Configurable Workspace.
Select the List icon.
In the Interactions section, select My Interactions.
Open an email interaction.
From the contextual side panel, select Related Lists.
From the Related lists section, select Related Tasks.
Result
All cases associated with an email interaction and their details are displayed.
Access an email interaction from a case
View the linked email interaction to access all information related to the case.
Before you begin
Role required: sn_customerservice_agent or sn_customerservice_manager
Procedure
Navigate to All > CSM/FSM Configurable Workspace.
Select the List icon.
From the Cases section, select My Cases.
Open a case.
Select the Interactions tab.
Result
All email interactions associated with the case and their details are shown.