Which automation process could be used to accomplish this? - ProProfs Discuss
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Which automation process could be used to accomplish this?

The Director of Customer Service wants to know when agents are overwhelmed with high-priority items in the support queue. The Director wants to receive a notification when a new case is open with the status of "New" for more than four business hours.

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Asked by Pal, Last updated: Sep 29, 2020

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3 Answers

C. Hughes

C. Hughes

Learning new things along with my music

C. Hughes
C. Hughes, Musician, MA, Bradford

Answered Sep 25, 2020

In a circumstance whereby the director of custom service desires to have good knowledge about when agents are overwhelmed in the support queue with high priority items. The director desires to receive a notification whenever there is an open case with the status of "new" above four business hours.

The automation process that can be used to accomplish this is escalation rules and lightning process builder. When referring to an escalation rule, it reroutes a case automatically and has the ability to notify a user whether a case remains unclosed after a particular period of time might have passed.

You can be able to choose whether to escalate to another user or to a queue. For a lightning process builder, it can help you to automate your business processes as well as giving you a graphical representation as the building progresses.

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Neelesh G

Neelesh G

Neelesh G
Neelesh G

Answered Jul 24, 2020

A. Scheduled Apex to check periodically if it is past due 'four business hours' (Process builder need a update on record to be triggered)

after then

Email alert using process builder
https://automationchampion.com/tag/send-an-email-process-builder/

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Pal

Pal

Pal
Pal

Answered Jan 23, 2018

B. Lightning Process Builder
D. Escalation rules
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