We would like to track the time it takes for an agent to open an email reply to a case. If an email is unopened for a length of time we need to send out a notification or escalate the case to a manager.
Please reply with any coding or configuration that will help in this regard.
Any help is much appreciated.
Attribution to: Rakesh Surander
Possible Suggestion/Solution #1
Apex solution is to have an email service which monitors inbound email and creates a task assigned to the case owner with a due date and time as desired.
Attribution to: techtrekker
Possible Suggestion/Solution #2
I think that what you refer to is Escalation rules
Once configured correctly, you can have detailed reports as well times, and processes on cases.
Attribution to: Saariko
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