Use case context

Case context places confirmed people, companies, product variants, and orders directly on a case. It also shows other visible cases and forum discussions that share at least one confirmed anchor.

The first release uses direct relationships and exact identifiers only. It does not use AI, full-text search, or semantic search.

Create a case from the inbox

  1. Open the inbox item.
  2. Select Create case.
  3. Check the subject and initial internal note.
  4. Review every suggested context anchor.
  5. Select only anchors whose assignment is correct.
  6. Create the case.

Workspace can detect exact sender email addresses, active company assignments, order numbers, and SKUs. Suggestions are never preselected. Workspace marks multiple matches as ambiguous.

Creation is atomic: if a selected anchor fails, Workspace neither creates a partially linked case nor closes the inbox item early.

Review context on a case

Open the Case context tab. It contains:

  • confirmed anchors with type, role, and source,
  • similar visible cases and their shared anchors,
  • visible forum discussions and their shared anchors,
  • a separate source status when it is not applicable, not permitted, timed out, or temporarily unavailable.

Open a case number or forum discussion title to review the original source in the corresponding Workspace area. The displayed status uses the label from the relevant workflow instead of its technical key.

CONFIRMED identifies an explicitly accepted anchor. EXPERIENCE identifies another case, and DISCUSSION identifies a forum thread. These labels do not assert that a proposed solution is correct.

Add or remove anchors

Select a person, company, product variant, or order and assign the role Related, Trigger, or Outcome. Workspace takes the label from the authoritative business record; it does not store a user-supplied label. Confirm the safety prompt before removing an existing anchor. Changes are audited.

Visibility and limits

Workspace only shows business records, cases, and forum discussions that your current permissions allow you to read. Hidden records do not appear as results or reveal their existence. This check also applies when another user confirmed the anchor earlier.

An empty result group and an unavailable source are therefore different states. Check the source status above each result group.

A case supports up to 32 anchors. An inbox handoff accepts up to 16 confirmed anchors. Each result group contains up to five entries. These bounds protect response time and database load.

Case context requires the tenant feature crm.case_context, read permissions for each business record, and the normal case and forum access rules. The feature remains closed when it is not enabled.