360 SMS App vs Case Notification on E-mail and Community Post

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Problem: Cases are falling through the cracks because agents aren't receiving notifications when customers email back with an update, negatively impacting CSAT and retention Solution: Custom notifications, a feature in the Summer '19 Release, provides real-time notifications to agents right in the console and mobile app. Agents can respond immediately and keep your customers happy! This will only notify the agent if they are the Case Owner, and does not notify Queues, as that would overload agents. You can modify it if you wish. This package consists of - 2 Process Builders (*Community Case Post - Case Owner Notifier and *Inbound Email - Case Owner Notifier) - A Custom Notification