Sending emails from a Service Case during a phone call interaction

1. In the navigation pane of Pega Customer Service, click Create, and then click Demo Pop: Steve Smith,verified.
   
2. Click Accept.
   
3. In a phone call interaction in the Interaction Portal, begin a Service Case by clicking Add case.
4. In the Add case list, select a Case Type.
   In this scenario, select File a complaint.
   
5. In the Summary pane of the Service Case, click Actions > Compose email.
6. In the Compose window, complete the following fields, and then enter the text of your message in the text box:

7. Optional: To attach a file to the email, click the Choose files icon.
8. Click Send.
   
9. On the Email conversations tab, confirm that the system sent the email.
   

1. In the navigation of Pega Customer Service, click Create, and then click Demo Pop: Steve Smith,verified.
   
2. Click Accept.
   
3. In a phone call interaction in the Interaction Portal, begin a Service Case by clicking Add case.
4. In the Add case list, select a Case Type.
   In this scenario, select File a complaint.
   
5. Click Go, and then click Submit.
6. In the Email conversations tab, confirm that the system sent the email.
   

Sending emails directly from a Service Case during a phone call interaction helps streamline communication and timely follow-up with customers. By using either the Action option or the Send Email smart shape, you can efficiently manage email exchanges in the context of the Service Case.