4 weeks ago
In service cloud v2, how can we auto-escalate the cases once the SLA is breached and once the case is escalated how it can be auto-assigned to manager of the case processor? I tried it using autoflow but with autoflows I am just able to send the notification or email. How can I update the 'Assigned to' field of escalated case to the manager?
Hi @AnujaS,
you could achieve this using scheduled autoflow I think. With this you can update fields. Would look something like this:
KR,
Simon
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Hi @Simon1982,
Where can I find scheduled autoflow in service cloud v2. Right now I can see only autoflow in the tenant where there is only option to send notification and mail. There is no field update option.
Thanks,
Anuja
@AnujaS, it's behind the + icon when you create the autoflow. If it's not there you should ask SAP to activate it for your tenant. If that's not possible then I think you have to wait when it will be generally released. Other solution might be Determinations btw.
Simon
@Simon1982, I don't have scheduled rule enabled so I am trying out with determination rule and it is working fine now.
Thank you @Simon1982
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