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Adding Alerts on Support Cases

Adding Alerts on Support Cases

Summary

Some Accounts have circumstances in which support needs to be aware of when a case is created. For those who have permissions, support alerts can be added to an Account that are viewable on the case.

Synopsis

Some Accounts have circumstances in which support needs to be aware of when a case is created. For those who have permissions, support alerts can be added to an Account that are viewable on the case.

Discussion

There are two fields available on the Account record: Support Alert Type and Support Alert Comments.

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Setting up a Support Alert Type
On the Account record find the Support Alert Type field and select one of the predefined values.

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Setting up a Support Alert Comment
On the Account record, fin the Support Alert Comments field , and add additional comments..
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Seeing the Alert on a Case
The Account Name on the case must be populated.
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If the linked Account has an alert it will be be displayed on the top right had corner of the case within the Account Alert Type and Account Alerts field.

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These case fields are read-only are automatically populated and cleared when the fields on the Account are populated or cleared.
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