Cross-Site Email Management

Service automatically handles email between separate B2C Service sites and the site-specific incidents are accurately updated on each site even if unique reference numbers are used for the same incident. Therefore, you can be confident that when emails pass between sites, all incident information will be current and accurate.

For instance, suppose your organization has an airline division and a hotel division, each with its own site. Now suppose that an incident was created from the airline site about a hotel issue. An incident response is sent to the hotel site and, when processed, the incident is assigned a reference number that is appropriate for that site—a different number from the airline site reference number. An agent on the hotel site responds to the incident. In the meantime, an agent on the airline site has new information that she adds to the original incident. The system recognizes the relationship between the two incidents and both are updated appropriately on their respective sites. See Overview of Incidents.