How to simulate the escalation process
Hi All,
Can somebody tell me how to simulate the escalation process in service?I need to know whether all configuration in my system has done or not done yet....
In my system if there's a problem in customer system for more than 7 hour, then system will detect the problem and send an sms/email to the person responsible in some level (ex: level 1 for SLG 95%), if the customer system still have a problem for more than 10 hour, then system will send an sms to person responsible in level 2, etc.
I want to know how can I simulate this escalation process in CRM service manually. I'm using CRM 5.0. Any helpful answer will be rewarded. Thank you.
Rgds,
Aleluya sap.
Hi Aleluya,
You can use date types which will have the times at which the trigger of mail is supposed to happen and once the current date and time is equal to say date type 1 there can be an action setup to send a mail to a particular partner function .
Also you can use status condition for controlling the mails ..
hope it helps
Cheers!
Raj
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