Escalation workflow rule in CRM to send an email is sent to the client and the assigned consultant.

Problem details:

A user requested assistance with setting up the escalation workflow rule so that once a case is logged in crm,  an email is sent to the client and the assigned consultant.

Solution Details:
One could create a quick notification but then you have to specify a condition for the escalation to be met whereas adding the send email action to the primary rule doesn’t. You don’t have a lot of criteria (only that the case must be logged) so either option will suffice.

It's worth noting that if you go with the primary rule email action, it will only be applicable to cases created from this point onwards. If you add a quick notification, you’ll have to add a clause so that the notification doesn’t fire off for cases that have been in the system for a while that meet the criteria of the notification

Anonymous