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Managing case followers

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You can control which users follow a case to ensure that relevant stakeholders participate in case discussions.

  1. Open a case by searching for it or by clicking a case ID in a worklist or work queue.

  2. In the Followers section, click Manage.

  3. In the Followers dialog box, select one or more users in your application, and then click Add.

  4. Click the Delete icon next to any user who is no longer a relevant stakeholder.

    You can undo your changes by clicking the Add icon next to a deleted follower.

  5. Close the Followers dialog box.

Case followers receive notifications for the case, based on the settings in their notification preferences.

  • Following a case

    You can follow a case to receive notifications when users post messages to the case in Pulse. By actively monitoring cases, you can contribute to stakeholder discussions and help resolve cases more quickly.

  • Setting notification preferences

    As an application user, you can control the type of notifications that you want to receive and choose the notification channels over which you want to receive them. The available notification channels are gadget, email, and mobile push.

  • Case processing

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