Related Cases
The Related Cases feature allows an agent to view information from cases related to the case they are working on or view a list of cases they are responsible to handle. After an administrator enables this feature, there are two ways an agent can view this information:
An agent may access the Related Cases report on the Home Page widget, Work Items menu, or Quick Reports menu.
An agent can trigger an ESP card by updating a specific category code. Once triggered, the ESP card will display a link to the Related Case report.
Common Uses for Related Cases
The following are just a few examples for using the Related Cases feature. This can be used to:
View other recent service complaints for the current location.
Provide quick access to similar cases for reference purposes. For example, an agent can see how other agents have dealt with the same issue.
Provide a process for handling product complaints.
View a list of cases the agent is responsible to handle.