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Tech staff members - TIER1 and TIER2 - how to set it?

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??

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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://social.microsoft.com/Forums/en-US/8cac1b94-2c1d-4dd2-a636-6d2fbb518723/workflow-send-email-when-case-assigned?forum=crm

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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