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Raja Kilaparthi (RSK969)
Cognizant
Architect
Cognizant
US
RSK969 Member since 2018 4 posts
Cognizant
Posted: June 1, 2020
Last activity: June 8, 2020
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CS Inbound Correspondence - Behavior

Hi,

I have few questions on the OOTB behavior for the inbound correspondence Interaction. 

  • When Interaction case gets created, CSR replies to the email via Interaction. What happens 
    • When CSRdoes not Wrap up the case and Customer replies. Does it create new interaction or it updates existing Interaction case?
    • If CSR Wraps up the case and customer replies, Hope it will create new email interactions. If so does this new interaction, have history of the previous email thread?
  • Any functional documentation available on the OOTB behavior of Inbound email interaction

 

Thank you!

Pega Customer Service 8.4 Case Management Manufacturing and High Technology Lead System Architect