Users with the customer service agent role can propose an existing customer service
case as a major case candidate.
Cases in these states can be proposed as a major case
candidate: Cases that are Resolved, Closed, or Canceled cannot be proposed as a major case
When proposing a case as a major case candidate, agents can specify the
reason or justification for the case in the Propose Major Case popup window.
Information provided in the Work notes and
Business Impact fields are added to the Case form.
Users with the major issue manager role receive a notification email when a
case is proposed as a major case candidate. These users can click the link in the
notification email to open the major case candidate in the platform