Register today for Oracle CloudWorld. October 17th - 20th, Las Vegas

Register now

Hillel Cooperman, Senior VP of User Experience Design, has a message for you on Oracle CloudWorld

Watch now
CC functionality for incoming message from customers. — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

CC functionality for incoming message from customers.

Accepted answer
11
Views
4
Comments
edited Jun 8, 2022 10:31AM in Agent Desktop 4 comments

Summary

we have cc functionality for outgoing message, is there any filed for incoming messages (that are coming from Customers)

Content

For an incident, we want to add one of our team members to CC list (incident is assigned to someone else, so rules and message template will not work here).

I think, It's a generic requirement.

I know there is a CC filed in Incident, but it only works for outgoing messages.
Do we have any field for incoming messages?

Note: here team members and incidents are not fixed. So, we cannot use the rules.

Version

20A

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!