Dear C4C-Community,
I am developing the incident management concept for our C4C solution and regarding this I have three questions I was not able to answer myself reading the Admin Guide/ SCN Content.
Is it possible to directly route and assign incidents from certain users (e.g. sales guys) to certain others users (e.g. keyusers/admins/operators)?
Is it possible to notify the person within C4C (e.g. by notification) and by mail, that he recieved an incident he's responsible (or in general about a new incident) for?
Is it possible to make the notification to the responsible person dependent on the priority of the incident?
Right now it seems to be for me, that each person that is responsible for handling incidents has to look into the incidents view from time to time to check if there is an incident he might be responsible for.
Kind regards,
Christian