SAP Knowledge Base Article - Public

3354604 - How To Create Multiple Cases Manually for Inbound Email Activities


You would like to understand how agents can create multiple cases manually for an inbound email received in your system.


SAP Service Cloud Version 2.


As it is possible that a customer has described multiple problems in a single inbound email sent to your SAP Service Cloud Version 2, the system allows users to manually create multiple cases as required, following the steps below:

  1. Navigate to Emails work center.
  2. Select any inbound email.
  3. Navigate to Related Entities tab.
  4. Click +.
  5. Select Case.

At this point, the case quick create screen will open and the agents can create the case.


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SAP Service Cloud Version 2 all versions