Create a case from a discussion

In order to engage your internal experts to reply to discussion threads, you can create cases directly from community questions.

Creating cases from community questions requires activation of the Customer Service Management (com.sn_customerservice) plugin.

This feature is available for questions that have been posted by community users who are also contacts or consumers in the Customer Service Management application. Questions can be either answered or unanswered.
Note: Cases can be created only from questions.
Two sets of users can create cases from questions:
  • Customer service agents, consumer service agents, and customer service managers.
  • Users with the sn_customerservice.proxy_case_creator role. Community administrators and community moderators inherit this role.