Case update notifications

Contacts, consumers, and contributor users assigned the Authorized Representative responsibility on a case receive all email notifications sent to the case’s primary contact.

Contacts added as additional contacts to the sold product with the Authorized Representative responsibility receive all email notifications sent to the case’s primary contact.

Consumers added as an additional consumer to the sold product with the Authorized Representative responsibility receive all email notifications sent to the case's primary consumer.

Internal users added as related parties to a case with the Authorized Representative responsibility receive all email notifications sent to the case’s primary contact or consumer.

For case resolved emails, related parties with the Authorized Representative responsibility can accept or reject the proposed solution. The responses of emails from related parties are treated similarly to the primary contact or consumer on the case. For more information, see Create an email notification.

Enable case update notification

To receive notifications when a customer replies to a case, related parties added to cases must be assigned a Customer Access Management (CAM) role, such as the sn_customerservice.case_authorized_contributor role. For more information, see Roles installed with Customer Access Management.

Configure notifications for related parties

Related parties added to cases can receive email notifications on case updates. To enable the configuration, add related parties to the email notification configuration.

1. Navigate to All > System Notification > Email > Notifications.
2. Select a notification.
3. In the Who will receive related list, select the lock icon next to Users/Groups in fields.
4. In the Available column, select Related Party Users and/or Related Party Consumers and move them to the Selected column.
5. Select the lock icon again and update the record.
6. Repeat these steps for each of the desired notifications.