DCM - FAQ
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How can I create a new case?
New cases can be created through:
1. expereoOne
2. API V2
The channel you use depends on your organization's preferred way of working.
Can I still create a new case by email?
No.
Once DCM is enabled for your organization, the Expereo Support mailbox can no longer be used to create new cases.
If you attempt to create a new case by email, you will receive an automated response directing you to expereoOne.
What happens to my existing open cases?
Existing email-created cases continue using their existing email communication process until they are resolved.
They are not automatically converted when DCM is enabled.
Who will receive email notifications?
Email notifications are sent to users based on their notification preferences and their relationship to the case.
- The person who creates a case is automatically added as a Watcher.
- Watchers receive email notifications about case updates, regardless of their general notification preferences.
- Users manually added as Watchers will also receive notifications.
- Users with access to the service associated with the case will receive notifications according to the preferences configured in expereoOne.
Users can manage their general email notification preferences in expereoOne. However, Watcher notifications cannot be disabled through these preferences.
Can I control the notifications I receive?
Yes. expereoOne users can manage their notification preferences.
Case initiators and Watchers also receive applicable notifications for cases they are following.
Can I reply to an email notification for a digital case?
No.
For cases managed through expereoOne, open the case and add your response directly to it instead of replying to the notification email.
Is API V2 part of Digital Case Management?
Yes.
API V2 is part of Digital Case Management and enables customers to integrate Expereo case management with their own systems and operational processes.
What is a Watcher?
A Watcher is someone who needs to stay informed about a case. The watcher can be expereoOne user or not.
Watchers receive applicable case notifications and can be used to keep relevant colleagues or stakeholders informed about progress.
Does a Watcher need an expereoOne account?
Not simply to receive applicable notifications.
If the person needs to access or actively contribute to the case in expereoOne, they require the appropriate expereoOne access and permissions.
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