We are having an automation from another system generate quotes that are then owned by queues. We want that, after 48 hours, a member of our support staff to be notified IF the quote hasn't
#Sales Cloud yet been transferred to an individual user from the queue. Is that possible? I have attached an image for what I see as the options for our UAT. Thanks!!
Hi Harrison,
I would try this. Have a workflow/process that fires when a quote is created or edited and the OwnerId starts with "00G". This indicates the record is owned by a queue
You can then skip the immediate actions and set up a time trigger to fire 48 hours after the Created Date, using your email alert as the action
What will happen is when a record is created and assigned to a queue, a workflow email alert will be queued to fire in 48 hours. However, if within that time frame the record is reassigned to a user, the workflow criteria will no longer be met, and therefore the scheduled email will be removed from the queue. If the owner is not changed within 48 hours, it will fire the email alert.
Thanks,
Mikey
