+ Start a Discussion
Saoni PaitandiSaoni Paitandi 

Case configuration

For Tech Support cases we have a few automated replies set up for the customer. These replies are coming from different places, i.e. Workflow/email alert , process builder, Entitlement Process/Milestones.
We want that these replies should also go to the list of email addresses in the CC field of the original email message that created the email to case or pick these CC email addresses from an existing text field which is currently storing these CC email addresses.
Please help us in identifying if there is a way to do this. My understanding is that It can be done by code for most cases. But the alerts coming from entitlement processes/milestones cannot leverage code.