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.