I am trying to implement an escalation scenario in CRM service - Emails have to be sent to people (determined by org structure) when a service ticket is not resolved /responded in certain time. The time within which the emails have to be sent is different based on priority, category etc...To give just additional background
- We not implementing service contracts
- we will be using just one dummy service product
- we will be implementing ibase
I am trying to figure out the best way to implement this and had following questions:
1. Can we create a dummy contract which can be attached to an org rather than individual ibase and use service profile and response profiles. Do the service and response profile provide the ability that I am looking for. to If so can you please provide a detailed explanation on how it can be done.
2. Can i use date profile to implement it.
3. Any other suggestions on how this can be achieved are also welcome.