受信メールの確認
受信メールを受け入れて（取得して）から、次にその内容を確認しなければなりません。メールの内容を確認するには、以下の手順に従って下さい。
Step 1 (Optional): Check for an email thread identifier
- Locate the email subject line that is displayed above the email message body in the Message tab of the Reading Pane.
- The inclusion of the email thread identifier allows you to easily identify that the email is part of an existing thread in your contact center; however, your contact center might not use thread identifiers (i.e., an email may be part of a thread and not contain a thread identifier).
ステップ 2:電子メールスレッドIDがある場合、ケースの履歴を確認します。
- 返信の前にケース履歴を確認するには、履歴タブをクリックします。
- このケースに関連する受信
, 転送
,送信
メールの全てが、時系列順で表示されます。 - エージェントがこのケースに関して残したコメントも、コメントアイコン
付けで表示されます。メッセージの内容を確認するには、当該のメッセージを選択してください。 - 処理中のメッセージへ戻るには、メッセージタブをクリックします。
電子メールの件名にはスレッドIDがない場合、これは電子メールが新しいリクエストであることを示します。このリクエストに対してシステムは新しいケースを作成します。
Step 3: Read the email message
Your next step is to review the email message itself and understand how this email should be processed. Some emails may contain attachments that may also have to be reviewed before any further processing steps. If the email was sent with attachments, the file names of those attachments will be listed in the Reading Pane below the subject line of the email message.
Step 4: Open attachments
To open an attached file, click its file name in the Reading Pane. The exact attachment viewing process depends on a number of factors including the type of file, your computer settings, and your company security policies. You will receive detailed instructions about working with email attachments from your system administrator.
Incoming email interactions can also be accompanied with web pages and forms that can provide additional information about the requested service. In this case, you will see a URL tab next to the Case tab above the reading pane. To view the web page content, click the URL tab. The content of this tab depends entirely on the type of services that you provide and is not discussed in this Agent Guide. If this tab is displayed for emails that you handle, you will receive detailed instructions about its content from your system administrator. See section Understanding Screen-pop for more information.
Step 5: Select a case category
A case can be categorized according to its content. After reviewing the email content, you may wish to select a category (e.g., "Miscellaneous" or "Damaged Product") for this case, which will help you to sort cases of differing categories later.The category selector is found underneath the case number and subject line at the top of the email.
Step 6: Review other included information
You can also look for information related to the content of the incoming email in the Knowledge Base. In the Reading Pane, select a fragment of the original email that is likely to be found in some articles of the Knowledge Base (e.g., a product name or model number). Click the 
button. The Knowledge Base will display a list of articles that contain phrases matching the selected fragment. For more information, see section Knowledge Base.
