Using the Service Center Inbound Tab

The Inbound tab on the Service Center console provides a centralized workspace for handling incoming emails, viewing assigned cases, and creating new cases from inbound communications. Work is organized as a two-pane layout so users can browse and take action on emails from shared inboxes, ensuring timely responses and effective case management.

Each Inbox in a Service Center Representative’s (SCR’s) queue represents one email address. Each case in the list of Case Views represents a case created from an email. This configuration allows SCRs to easily manage inbound email and cases. SCRs can reply to, preview, and send emails from the case console. Drafts are automatically saved, email activity is tracked. Key metrics, for example, response time, are also tracked. This integrated approach eliminates the need for external email applications and ensures all communications are recorded as part of the case history.

Who can use this feature?

  • Browser Users
  • Users require a Service Center license. An Approved Email license is required for each Service Center user who uses the email channel
  • Service Center Managers, Service Center Admins (SCAs), Service Center Representatives (SCRs)

Configuring the Inbound Tab for

Managing Email and Email Inboxes as