Question

What is required to synchronize fields from a parent to a child case(s)?

A. The advanced plugin ( .customer_service_advanced) needs to be activated
B. Major Issue Management needs to be installed and certain properties enabled
C. No action required, this is a standard Customer Service Management feature
D. The role of sn_customerservice.customer_case_manager must be assigned

Answer 1

To synchronize fields from a parent to a child case(s) in Customer Service Management, Major Issue Management needs to be installed and certain properties enabled.

Step-by-step explanation:

The correct answer is B. Major Issue Management needs to be installed and certain properties enabled.

Synchronizing fields from a parent to a child case(s) in Customer Service Management requires the installation of Major Issue Management and enabling certain properties. This can be done by navigating to the System Properties module and configuring the required settings. By doing so, the fields in the parent case(s) will be synchronized with the child case(s).

For example, let's suppose a parent case has a field called 'Priority'. If the 'Priority' field needs to be synchronized with the child cases, then the necessary configurations need to be made in Major Issue Management and the corresponding property enabled.