Teleservice - EBS (MOSC)

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References Link on Email Center Reply Screen

edited Mar 28, 2017 5:00AM in Teleservice - EBS (MOSC) 1 commentAnswered

Hi,

We have agents who use the the Oracle Teleservice MOdule to respond to user queries and SRs. This is also integrated to the Oracle EMAIL  Center. I need to understand how does the References Link work when a user is responding to an EMAIL.

I have seen that when an Email comes in and the AGent tries to respond to the requestoe then there is no Reference Link present. However it seems to become activated later when there have been some discussions between the user and the agent. I have attached a Screenshot for reference.

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