Hi,

I am Lightning newbie so please accept my apologies if this question is posted in the wrong place.

We work with the Lightning in the Service Console. In our system account = customer. Each customer has a few contacts

Let's say we have an incident with one of our services, there's a business impact and we would like to inform to multiple contacts of each customer. We would like a case would be opened to each customer and that customers are able to reply and replies will be linked to the correct case.

What do you recommend would be the best practice to achieve this?

Thanks in advance for your time!

Eli