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Hi,
how to set that our tech attendant 'John' is TIER1 and attendant 'Eric' is TIER2?
Just to explain, we are looking to escalate some cases to a more experienced tech guy.
Another question related is, what is the entitity/event to monitor and start a workflow in a way to send an email to the customer saying that his case was escalated to another level/team??
Hi partner,
1.If you find a case needs more experienced tech guy, you could assign this case to other user to resolve. And about the level, you could add a custom level field on your case form and you could add custom plug-in in the assign function in background and when you assign a case, this case's level will update to level 2 automatically.
2.You could set up a workflow to send email to your customer when you assigned a case to others.
https://www.azamba.com/2017/06/05/how-to-email-notification-workflow-in-microsoft-dynamics-365/
Hope it helps.
Best Regards,
Leo
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