Escalating Unresolved Cases Features and Functions
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- Case escalation rules can be defined that will control the automatic escalation of a case if it is not resolved within a certain period of time
- Case escalation rules can be defined that will control the automatic escalation of a case when specified conditions are met, including values input into custom data fields
- Escalation rules specify to whom the case will be reassigned to
- Escalation rules specify all of the people who will be automatically notified via e-mail about the escalated case
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Customer Service and Support Features and Functions
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