Final answer:
A case management system is used to provide updates to customers and internal stakeholders during a case. It can send automated notifications to customers and provide real-time dashboards and reports internally.
Step-by-step explanation:
The communication tool that provides updates to customers and internal stakeholders while a case is in progress is called a case management system. This system allows for the tracking and management of high-priority cases and mass outage cases.
For example, in a customer support scenario, a case management system can send automated email notifications to customers to provide updates on their support ticket, such as when the case is assigned to a support agent, when it is being worked on, and when it is resolved.
Internally, the system can provide real-time dashboards and reports to managers and stakeholders, showing the status and progress of cases, allowing them to make informed decisions and allocate resources efficiently.