Thank you for reaching out within our Forum. This is actually a mystery. I am looking into this with our Product team and will let you know.
What is the difference? I cannot find this in the manual.
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In my test case they're the same.
A follow up Q: Is there a way to send email to only non-external followers? External users are added to both the Followers and Case Team when they have created a case via EmailToCase
I have not found more information on the difference but as for your follow up question, you can not choose which resources receive the emails but you should be able to create a custom action or workflow that will send email to resources if resource type not equal to External (or similar logic). .
This is a customization and would be an excellent example to bring up with your CSM or join one of our weekly Advanced Q&A Webinars which occur on Mondays and Fridays.
Hi Boris, this is already a part of a custom action, an action in a custom action.
Awaiting feedback on the direct vs non-direct followers
I received an explanation from our Product team.
In social you can follow an item in one of two ways:
Direct followers of an item are all the people that manually chose to follow it, while followers is a calculated relation
that includes both manual and automatic followers. Direct followers relation is available only via customization at the
moment while followers is a relation presented in the UI.
Hope this information helps.
Thanks, it does