Accessing associated cases and interaction emails

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Access the associated case from the email interaction and vice versa. From the email interaction, agents can view the linked case for additional context. While from the case, they can access all related email interactions. This smooth navigation helps agents manage customer issues more effectively.

    Access a case from an email interaction

    View the linked case to get additional context on the email interaction.

    Before you begin

    Role required: sn_customerservice_agent or sn_customerservice_manager

    Procedure

    1. Navigate to All > CSM/FSM Configurable Workspace.
    2. Select the List icon (List icon).
    3. In the Interactions section, select My Interactions.
    4. Open an email interaction.
    5. From the contextual side panel, select Related Lists.
    6. From the Related lists section, select Related Tasks.

    Result

    All cases associated with an email interaction and their details are displayed.

    Access an email interaction from a case

    View the linked email interaction to access all information related to the case.

    Before you begin

    Role required: sn_customerservice_agent or sn_customerservice_manager

    Procedure

    1. Navigate to All > CSM/FSM Configurable Workspace.
    2. Select the List icon (List icon).
    3. From the Cases section, select My Cases.
    4. Open a case.
    5. Select the Interactions tab.

    Result

    All email interactions associated with the case and their details are shown.