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Feature Friday - Forward and Track Incident Internal Responses

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edited Aug 8, 2024 9:50AM in Communication Channels

Summary:

Incident can be forwarded to the peer(s) using the Forward functionality (sent as email) and responses can be tracked in the Incident threads. Any response to the forwarded incident will be tracked in the system only when the recipient of the incident is having a staff account in Oracle B2C Service Cloud.

Sample use case:

Forward an incident to Head of the Department to seek their opinion on the matter and track all the correspondence in Incident Thread.

System Requirements:

Version: Oracle B2C Service Cloud 21C or later - BUI Only

Configurations

1.      Enable config verb EGW_SAVE_EMAIL_HEADERS

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