What happens when Digital Case Management is enabled?
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When Digital Case Management is enabled for your organization, new cases are managed digitally through expereoOne or API V2.
New Cases
New cases should be created through expereoOne or API V2.
Creating new cases through the Expereo Support email address is no longer available.
If a new email is sent to the Support mailbox with the intention of creating a case, an automated response directs the sender to expereoOne.
Case Communication
For digital cases, communication takes place through the digital case.
Users managing cases through expereoOne add their updates directly to the case instead of replying to notification emails.
Customers using API V2 can use the available API functionality to interact with their cases.
Notifications
Users continue to receive applicable notifications when there is activity on their cases.
Email therefore continues to play an important role in keeping users informed, but it is no longer the primary channel for creating and managing new cases.
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