Setting up a Case Alert on Support Cases
Setting up a new case alert has two main steps. First, create a case saved search to track the required performance criteria. Second, create a new case alert, assign the various recipients, and select the required email template.
Four Hour Response Time
For example, Wolfe Electronics recently implemented a four-hour response time pledge on all customer support cases. If they don't reply to a customer within four hours of the case being created, the shift supervisor starts investigating the case. In the following procedure, we’ll set up a case alert that notifies the shift supervisor and support manager about any cases that breached this commitment.
To create a case saved search:
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Go to Lists > Search > Saved Searches > New.
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Select Case as the search type.
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Enter a name for the search in the Search Title field (Four Hour Reply Breaches).
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From the Filter list, select Support First Reply.
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Select empty from the list in the popup, and click Set.
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From the Filter list, select Time Elapsed (hours).
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Select greater than from the list.
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Insert 4 in the Value field, and click Set.
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From the Filter list, select Status.
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Select any of and include all statuses except Closed. Click Set.
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Click Save.
After you've created the saved search, proceed to the Case Alerts page to complete the set up. You can also proceed to this page if you want to use a previously prepared search.
To set up a case alert:
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Go to Setup > Support > Case Alerts (Beta) > New.
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Enter a name for the alert.
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Optionally, you can add a brief description of what the alert is for.
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Select your previously saved search from the Saved Search list.
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Use the Standard Case Alert template, or select a customized system email template.
For information about adding system email templates, see Customizing Templates for System-Automated Email.
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Select the owner of the alert.
Alerts will be sent to them by default, and their name will be used on the unsubscribe link on the Standard Case Alert template.
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Optionally, check Send to Case Assignee so the assigned support representative also receives the alert.
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From the Recipient list, select employees or groups you want to receive the alert, then click Add.
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Click Save.
Active case alerts refresh approximately every five minutes. If a saved search already has a send schedule, the case alert will override it.