Send email to Account FSR when case is associated with a Contact of that Account

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Posted on by Nithos

Using the Customer field but limit the filter to selecting a Contact. Those contacts are associated with an Account. On that Account, I created a custom field (lookup a user) for Field Service Rep (i.e. Territory Lead).

I have a requirement to email that Field Service Rep anytime someone from one of their accounts calls our 24/7 support line and a case gets created. The Process for the Case doesn't seem to have direct line of sight to the information in Account because the case is only associated with the customer.

What's the best practice for pulling that account information into the case so that the FSR can be notified via email?

I also have a requirement for a dashboard that shows all the FSRs Accounts open cases, if that changes how it should be implemented.

CRM 2016 On Premises