Client and Partner Support
Open a support case on an account, attach files, and follow the thread. Support staff and product managers work open queues with a response clock.
Client and Partner Support is the case desk in OL Edge. Someone on an account opens a request against an opportunity, attaches files, and follows the thread. Customer success can open a case for a client. Support staff and product managers each have a queue of open work, and a response clock runs until the first public reply.