What is required to synchronize fields from a parent to a child case(s)?

• A. The advanced plugin (com.sns.pa.customer_service_advanced) needs to be activated
• B. Major Issue Management needs to be installed and certain properties enabled
• C. No action required, this is a standard Customer Service Management feature
• D. The role of sn_customerservice.customer_case_manager must be assigned

Answer: (B)

Field synchronization from a parent to its child cases is enabled only when Major Issue Management is installed and its related settings are turned on. Major Issue Management provides the governance framework and propagation rules that mirror chosen fields from the parent to the children, so you must have that app installed and the appropriate properties enabled for automatic synchronization to occur. Without this installation and configuration, the standard CSM setup won’t automatically propagate changes. The other options don’t fit because they address features or permissions that don’t inherently enable cross-case field propagation.