What is the minimum requirement for a customer to reply on a Salesforce Case?

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Applies To

Salesforce

Answer

The minimum requirement for a customer to reply on any Salesforce Case is to at least be added (using the correct e-mail - found within Contact) within CC/BCC of a case e-mail sent. If the customer replies to the e-mail received even though he is not part of the Salesforce Case participants or reporters, the e-mail reply will be attached to the Salesforce Case Notes automatically.

Additional Information

Customers must make sure the correct e-mail is set up on their Salesforce Profile in order to receive the automated e-mails from 8x8 Support.