Saved Case Search that sends the Most Recent Message of a Case

To create the saved search, perform the following steps:

1. Navigate to Lists > Search > Saved Searches > New.

2. Select Case.

3. Provide a Search Title.

4. In the Criteria tab > Standard subtab, set the following:

Most Recent Message is True

5. In the Results tab > Columns subtab, add the following:

Number
Message Author
Message Date
Message Type
Message Text

6. In the Email tab, set Send Email Alerts When Records are Created/ Updated = True.
7. In the Email tab > Specific Recipients subtab, specify the recipient of the alert.
8. In the Email tab > Customize Message subtab, add the following in the Message field:

{message}

9. Click Save & Run.