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.
You would want to setup multiple entitlements giving the top accounts the highest level of Entitlement: i.e. Standard, Premier