Communication Menu

If you want to trigger an action from a rule at a set date or time (for example set the SLA field to ‘missed’ after 10 days or send a notification based on an elapsed time) then you can use a case date. Case Dates are set at a global level.

Additionally a Letter Template can be uploaded to CXM which can be generated by a user.

The Communication sub-menu option off the Settings menu allows an Administrator to both create and amend case dates and upload letter templates.