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Following a case

Updated on May 11, 2022
Applicable to Theme Cosmos and Cosmos React applications

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:
  1. Ensure that your application can use Theme Cosmos or Cosmos React. For more information, see Hybrid mode. For applications that you build with the traditional Theme UI-Kit, see Following a case.
  2. 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 User 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, click the Star icon.
  4. Optional: To unfollow the case, click the Star icon again.
Result: You now follow a case and the utilities pane displays you as a follower of the case:
Case followers in the utilities pane of a case
Case followers are listed in the utilities pane of a case.
  • Managing case followers

    Ensure that relevant stakeholders participate in case discussions by controlling which users follow a case.

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