SAP Knowledge Base Article - Public

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

Symptom

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

Environment

SAP Service Cloud Version 2.

Resolution

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.

Keywords

Case, Emails, Email, Manually, Manual, Manual Case, Related Entities, Inbound Email, Inbound, Multiple, Multiple Cases, SAP Service Cloud Version 2, How To,  , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , How To

Product

SAP Service Cloud Version 2 all versions