The Assigned To user, on an HR Case, wants to Pend/Suspend a case and have a REMINDER auto-generated to them at X timeframe. This would send the REMINDER email and the notificaton icon to the Rep that the case needs followup. We are trying to find a creative option for the Assigned To, as they manage over 100 cases a day.
Can you suggest a better, more visual option on their dashboard for them so these cases dont slip into cracks? No, we do not use the SLA functionality and choose not to at this time.
How are y'all accomplishing this for your Assigned To folks?
