How to make the sales team can check the case state?

[其偉単]

Sometimes a salesman and an agent have to cooperate with each other to solve the case for a consumer.
What is the typical way to make the sales can be notified and can check the progress of a case.

Thank you!

[Vishnu kumar R]

Hi @其偉単 

• Set up automated email to alert both the salesperson and the agent when there is an update or a change in the case. Notifications can be triggered by:
  • New case creation
  • Status updates (e.g., "In Progress," "Awaiting Consumer Input")
  • Task assignments or completions
  • Case closure or resolution

Please mark helpful if it helped with your query : )

Thanks,

Vishnu

[其偉単]

Thank you for your answer. By this solution, can a salesman check the case in the same view with agent? For example, the platform view or CSM configurable view?