Dear Team,
I have the following requirement in CRM 2015 Onpremise Version.
1) Whenever Case gets created in CRM with Customer Account Industry Field Values Eg. Accounting, Consulting, etc..then I need to assign the case approval process to two different departments(Teams) like Accounting Team, Consulting Team and etc these teams are based on Industry Values in CRM, each having a minimum of four user’s with two super user’s(Second Level) in each department.
2) If the approval process is delayed for more than 2 hrs please escalate the case by assigning the task to super user. Each stage of approval process should be notified to the Customer and to the super user’s in the respective departments and i need to name the business process bar differently for different departments and for super user’s and also show some functional variations for super user’s and the normal user’s.
Any ideas please help on this.
Thank you.