With this feature, you can send periodic case updates while a case is in progress using a case action summary. Once a case has been resolved, you can provide a post case review document that captures details about the issue, root cause, resolution, and preventive measures.

The case digests feature uses a configuration for case action summaries and post case reviews. The configuration determines the information from a customer service case that is captured as part of the case action summary or the post case review document. The configuration also identifies the template that is used to create the summaries and review documents.