Respond to a community thread from a case

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • For cases that are created from a community discussion, customer service agents can view and respond to the discussion in a new browser tab.

    Before you begin

    Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, workspace_admin, admin

    About this task

    Note:
    This task applies to both CSM Configurable Workspace and CSM Agent Workspace.

    Cases that have been created from a community discussion have the Channel field set to Community.

    Procedure

    1. Open your workspace.
    2. Open a case that was created from a community discussion.
    3. Click the More UI Actions icon (More UI Actions icon.) and select Show Community Thread.
      This UI action is only available if the Channel is Community.
    4. View the community discussion in a new browser window and respond as necessary.