The case digests feature includes two types of case communication:
Case action summary: while a case is in progress, agents can send periodic case updates that describe actions taken, next steps, and other case-related information.
Post case review: when the work on a case has been completed, agents can a post case review document that captures details about the issue, such as the root cause, mitigation plan, and preventive actions.
Source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/configure-case-digests.html
BC, see Vancouver: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/configure-case-digests.html
BC Is Correct.
https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/task/configure-case-digests.html
Explanation:
The case digests feature includes two types of case communication:
- Case Action Summary: while a case is in progress, agents can send periodic case updates that describe actions taken, next steps, and other case-related information.
- Post case review: when the work on a case has been completed, agents can a post case review document that captures details about the issue, such as the root cause, mitigation plan, and preventive actions.
Source: https://docs.servicenow.com/en-US/bundle/tokyo-customer-service-management/page/product/customer-service-management/task/configure-case-digests.html
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