This workflow template provides an automated solution for monitoring Torq cases, ensuring timely responses in alignment with Service Level Agreements (SLAs). As cases approach or exceed SLA time frames, targeted notifications are dynamically dispatched to either Slack or Microsoft Teams. The multi-tiered warning system alerts relevant teams or individuals, enabling quick action to address pending and overdue cases, thus upholding the standards of case management and customer satisfaction.
Use Cases
Case Management
Workflow Breakdown
Pull all Open and In-Progress cases
Filter for cases that are approaching the SLA based on the defined warning times.
Check if a notification has occurred for this particular warning level
Send a notification to Slack or Microsoft Teams
Vendors
Slack, Utils, Microsoft Teams Bot, Torq, Torq Cases
Workflow Output
Notification on approaching SLAs for Torq cases.