Which role typically concerns itself with case correspondence?

The role that typically concerns itself with case correspondence is the Owner. In the context of case management, the Owner of a case is responsible for overseeing its progression and ensuring effective communication related to the case. This role includes managing correspondence with stakeholders, updating them on the case status, and gathering necessary information to advance the case towards resolution.

The Owner's involvement is crucial because they have a vested interest in the outcome of the case and are typically in charge of maintaining relationships with customers or other involved parties. This entails sending emails, notifications, and any other form of correspondence that might be necessary for the case handling.

In contrast, while the Product Owner may influence the product's direction and prioritize features, their focus is typically broader and more strategic rather than on specific case correspondence. The Admin might manage settings or configurations but does not focus on the operational aspects of case communication. An Employee may participate in the case process, but they typically do not handle correspondence in the same capacity as the Owner.