When a case is created, the available Follower Groups are based on the workflow selected for the case.
Before You Begin
Follower Groups must be configured in the workflow before they can be added to a case.
For more information, see Configure Follower Groups in Workflow Builder.
How Follower Groups Work in a Case
When a Follower Group is added to a case:
A Case Room is created for the group
Users are added based on their assigned preference
Task permissions are applied automatically
Room members can send messages and share files
Room members can view or edit workflow tasks, depending on their permissions
Add Follower Groups During Case Creation
When creating a new case:
Select the workflow for the case
Review the available Follower Groups
Review the users included in each group
Add or remove any Optional users as needed
Complete case creation
When the case is created:
A Case Room is created for each selected Follower Group
Members are added based on their assigned preference
Task permissions are applied automatically
Understanding User Preferences
Users can be assigned one of three preferences within a Follower Group.
Default
Default users are automatically included when the case is created.
Optional
Optional users are available during case creation but are not included automatically.
The person creating the case can choose whether to add them.
Required
Required users are always included when the case is created.
They cannot be removed during case creation.
Manage Follower Groups in an Existing Case
Once a case has been created, you can add additional Follower Groups or adjust who is included in existing groups.
To manage Follower Groups:
Open the case
Select the Permissions tab
Locate the Case Followers section
The Permissions tab contains two sections:
Case Access allows you to view existing Case Admins and add additional Case Admins
Case Followers is used to manage Follower Groups and room membership
Case Followers
To add a Follower Group that was configured in the workflow:
Select Default Followers
Select one or more Follower Groups from the list
Expand each Follower Group to review:
Task access
Edit permissions
Group membership
Add or remove any Optional users as needed
Select Add People to include additional users from your organization who are not part of the default configuration
Select Create Follower Groups
Selecting Create Follower Groups adds the selected Follower Groups to the case and creates the associated Case Rooms.
When a Follower Group is added:
A Case Room is created for that group
Members are added based on their configured preferences
Additional users added through Add People are included in the room
Task permissions are applied automatically
If Notify Group Members Upon Creation is enabled, users included in the room will receive a notification based on their individual notification settings.
Create a One-Off Room
To create a room that is not based on a workflow Follower Group:
Select Add Group/Room
Enter the room details
Add the desired followers
This creates a room specifically for the case without requiring a workflow-configured Follower Group.
Summary
Follower Groups help automate collaboration and access within a case.
When a Follower Group is added:
A Case Room is created
Users are added based on their assigned preference
Workflow task permissions are applied automatically
Members can collaborate through messages, files, and workflow tasks
By configuring Follower Groups in a workflow, cases can be created with the appropriate rooms, participants, and permissions already in place.