0

We are using process builder to escalate a case and send email notifications to specific queues. The escalation works using scheduled actions...i.e. after 1 hour send email, after 2 send another email to another queue, after 3 hours send another email to another queue. This works fine.

However, we have business hours defined and is there a way for the scheduled actions in process builder to take into account the business hours?

1
  • Why not use Escalation Rules? – sfdcfox Oct 22 '18 at 19:51
0

Apparently, there's an idea to use Business Hours in Process Builder. For now, consider using an Escalation Rule, which can use business hours, and is capable of emailing users/queues and assigning records to new owners, if necessary.

2
  • thanks for the response. I thought case escalation rules do not use business hours? I was mistaken. Thank you for the clarification. – Dman100 Oct 23 '18 at 0:10
  • @Dman100 yes, each rule entry can use business hours. – sfdcfox Oct 23 '18 at 0:14

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Not the answer you're looking for? Browse other questions tagged or ask your own question.