Customer notification preferences

Customers can set preferences for email notifications.

Email notification preferences are set to control email notifications that are sent to the customer when an agent performs one of the following case activities:

• Opens a case for a customer
• Comments on a customer's case
• Provides a resolution for a customer's case
• Closes a customer's case

Set email notification preferences

Customers can set preferences for email notifications that are sent when customer service agents perform different actions on cases.

Before you begin

Ensure that you have received at least one email for the case to set the email notification preferences.

Role required: sn_customerservice.customer, sn_customerservice.customer_admin, sn_customerservice.partner, or sn_customerservice.partner_admin

Procedure

1. Navigate to the customer service portal.
2. Click your user name or photo in the portal header to display your user profile information.
3. Click the Notification Preferences related link to display the Notification Preferences form.
   Note:

   The Notification Preferences link is available only after receiving the first email for the case.
4. Enable or disable the following email notifications for your primary email address.
   The notifications are available based on the actions performed by customer service agents on the case.
   • Case closed for customer
   • Case commented for customer
   • Case escalated for customer
   • Case assigned to a new group
   • Case opened for customer
   • Case resolved for customer