The preference Receive Customer Replies in Case List Only in Case Management has been renamed
to Prevent Support Reps from Receiving Customer Replies by Email. This preference determines
whether the support representative assigned to a case can receive email copies of customer replies.
If you check the Prevent Support Reps from Receiving Customer Replies by Email box, support reps
do not receive an email copy of customer’s reply to a case. If you clear the box, the customer’s reply is
sent to the support rep by email and stored in the case record.
The Prevent Support Reps from Receiving Customer Replies by Email box is cleared by default.
Note: This release does not change the current state of the preference in your account.