Hi All,
We have a requirement where we need to display ET cases in the user portal , which are associated with that particular service case. So that CSR can reply from the ET case.
Does Pega provide any OOTB functionality for this purpose?
@CharithaR Pega Customer Service does provide out-of-the-box functionality for this. Pega Customer Service creates an Email Triage (ET) case and associates the service case with the ET case for outbound emails and notifications. This allows the CSR to reply from the ET case. However, the specifics of displaying these ET cases in the user portal would depend on your application’s configuration.
This is a GenAI-powered tool. All generated answers require validation against the provided references.
@CharithaR it’s not possible OOTB. Service case will only have links to ET cases. CSR can use those links to open Email case and reply from there.