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Case management clarifications

edited Jun 2, 2025 2:49PM in Ask A Guru 4 comments

Hi everyone,

Could you please share your input for the below queries we have been asked from a client:

  1. Email address for Case Management. Can be masked-off to contain client's name?
  2. While creating a case from customer portal is it possible to cc in the case multiple emails and those cc persons be able to follow the case thread?
  3. Is there any guidance if its possible for a case to be created from am email sent from a customer???

Awaiting for your thoughts.

Regards,

Elina.

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