Case profiles can be created for support cases. These profiles will enable you to apply different configurations to support cases. Using case profiles provides control over the branding of your support communication. We can create different templates for different profiles which will helps to provide unique support communication for multiple web sites with different branding, From names, and email addresses. It will also helps us to have different identities and email case capture addresses independent of subsidiaries.
Case profiles can be created by Setup > Support > Case profiles > New.
Name, from name, from email address, subsidiary filter and anonymous – customer form can be selected there. From name and from email address represent the name and email address that we want to visible in the reply to the customer for the assigned case.
Under the notification subtab, We can assign different templates to the notifications send to the customer and assigned employee for different case statuses.