What happens when a Self Service Portal User adds a Case Comment?

When a Self Service Portal User adds a Case Comment, an email is automatically sent to the case owner. This mechanism is a fundamental feature of Salesforce's Service Cloud, designed to ensure that case owners are kept informed of updates related to their cases. The sending of an email notification enhances communication and responsiveness, allowing case owners to quickly address any new information provided by users.

This automatic email notification occurs regardless of any specific configurations to workflows, assignment rules, or other custom automations that may exist in the system. It is intended to streamline case management and maintain engagement with users who are seeking support.

Thus, the reason why this choice is correct is that it reflects the built-in functionality of Salesforce within the context of case management, emphasizing the importance of communication between users and case owners. This helps businesses maintain high levels of service and support efficiency.