Does anyone have any solid links to documentation or videos on how to configure and use the Related parties tab in Case records.
During our implementation of CSM, we were told by our development partner that this could be used to add vendor contacts and other third-party contacts to Case records who do not have snc_internal access to the instance or ITIL roles. Listing them on this tab would allow agents to assign Case Tasks to Related Parties. If the related party has an email address assigned to their profile and assuming notifications are in place, they would email letting them know that a particular task needs to be completed by them. They could reply to the email when the task is done and then the agent could close out the case task.
Unfortunately, our partner does not know of any clients that have ever used this feature. And they usually turn it off. But I think there could be a great deal of value to our agents and partner vendors if we could get this working as advertised.
