Overview of Partner SR Messages

You can send and receive attachments with the primary contact using Customer Entry and Response messages respectively. Just click the Messages subtab to open and view the messages in an SR.

The partner contact can send attachments using the Customer Entry message type. That attachment is visible only to the internal resource. The internal resource can share an attachment with the partner contact by including the attachment in a Response message.

Note: The Customer Entry and Response messages are read-only for external partner roles.

You can compose the following types of messages for an SR.

Message Type	What You Need to Know
Customer Entry	In a partner SR, the Partner Account is considered the customer. Customer entries capture details about a customer's service problem or query. Depending on the input channel, this information might be written directly by the customer, or transcribed by the agent while interacting with the customer.
Forward	You can forward a note to any other user of the application through one of the two following options: Send an email notification. Post a note to the SR message history.
Internal Note	SR owners can use internal notes to communicate with other team members who have access to the SR. A partner user can't create internal notes, though..
Response	You can compose a response message to communicate with the SR contacts. You can send the response to the contact in an email template, or post it to another channel through an Application Programming Interface (API).

To edit the text of the Internal Note and Customer Entry SR messages that you have previously created and posted, you must enable the SVC_ENABLE_MESSAGE_CORRECTION profile option. For more information about profile options, see "Profile Options for SR Management" in Related Topics.