Hi guys!
I an trying to create an sla using multiple business rules which will be escalated once the sla wasn't actioned by the previous customer service representative. Example If the sla of the case from the customer service has already expired then it should notify his supervisor via email, if after 24 hours the case is still not resolved it should the email will then be sent to the operations manager, and if after 3 days its still not resolved it will be escalated to the ceo for last resort. On the sla that I created the sla will work and it will be sent to the first level but after the sla has expired I noticed that the email is not sent to the second level or their supervisors. It seems like the sla is stuck on the first level only. Is this feature applicable in crm online 2015?
Thanks for your feedback guys!
jcpf