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Following a case

Suggest edit Updated on November 5, 2021

Follow a case to receive notifications when users post messages to the case in Pulse. By actively monitoring cases, you can contribute to stakeholder discussions and help resolve cases more quickly.

Before you begin: Ensure that you set your user preferences to control the frequency at which you receive notifications from the cases that you follow. For more information, see Setting notification preferences.
  1. Log in to an end-user portal, for example, the Case Manager portal.
  2. Open a case:
    • Search for the case.
    • Click on the case in the worklist or work queue on your dashboard.
  3. In the header of the case, in the upper-right corner, click Actions > Follow.
  4. Optional: To stop following the case, click Unfollow.
Result: You now follow a case and the utilities pane displays you as a follower of the case.
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