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Update: Narrative Insights has been restored and is now available.
Narrative Insights is Temporarily Unavailable due to an Infrastructure Issue. Learn how This Impacts Your Account and What to Expect While the Feature is Disabled.
Narrative Insights is Temporarily Unavailable due to an Infrastructure Issue. Learn how This Impacts Your Account and What to Expect While the Feature is Disabled.
How do I create an escalation rule that fires immediately?
I want to use escalation emails as beeper activations to meet an SLA for customer support. To do this, I need to create an escalation rule and territory that immediately escalates a case when it is submitted. I tried the obvious, which was to create a rule that fired when time since case creation was zero. This doesn't work (or more strangely it works about 1 out of 10 times or less.) The one time it worked, the escalation happened 20 minutes after the case was created - 20 minutes of my customer's time that is wasted. I'd like to
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