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Notifying participants about events

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Escalate elapsed service-level agreements and highlight cases that require action by enabling email and push notifications for a case type. You can use push notifications for mobile devices, and set up email notifications for all devices that support email.

All assignments in the case life cycle inherit the notification policy from the case type. The following scenarios do not support notifications:

  • You set the notification policy after creating an assignment.
  • A user pulls an assignment from a work queue.
  • A user transfers ownership of an assignment to another user.
  • An application routes the assignment to the worklist of the user who processes the case.
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