We need Service reps to get a notification that there is a customer response that needs their attention.
But our reps aren't allowed to have email accounts, so setting up email notfications won't be possible for us.
I had thought that by using Process Builder and having a process post a chatter message to the case owner would be the workaround. But it errors out when the case owner in a queue. New cases do get assigned to a queue initially. I have tried to alter my process so it ignores cases that are owned by a queue but I'm just not doing that right and can't figure out how to fix that. Any insights would be most welcome.
답변 10개
