Module

Creating a Case from email

3 Topics

25 mins

Visible to: All users

Applies to: Pega Customer Service '25

Pega Email Bot™ can improve email response by starting a service case based on the content of a customer email.

Intermediate

English

After completing this module, you should be able to:

Map key information in email content to case properties

Configure a Create Case routing rule

Test inbound email to verify that case properties are populated from email content

Case creation overview

5 mins

Automatic AI mapping of entities for Email Bot

5 mins

Creating a Case from email

10 mins

Module Quiz

5 mins

Get help