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softcloud2009softcloud2009 

Support Entitlement with Multiple Condition

Hi All,

 

We need an input on implementing an entitlement module within salesforce. I was able to setup a first response and resolution milestone, and there are email notification on 30 mins prior to violation.

 

However, we would like to add another condition where if Account on the case is a top account then we would like to send the email notification to managers, but not all other cases.

 

What would be the best way to accomplish this?

 

Thanks.

TrimbleAgTrimbleAg

I would just do another escalation rule on the case.

 

You would have too escalation rules 1 for normal account and one for priority.

 

PB