Solved
Sending email outreach referencing object data to internal users referencing object not associated with object
Background:
I currently have a series of outreaches that are sent to our internal sales reps when a Severity 1 and 2 (the highest and second highest) support case is opened for one of the accounts that they are listed as the "account owner" Their managers also get one because we have an "account owner manager email" field I can reference. These are specific to only our inside sales group and only North America.
Specifically this email references the Case object and includes all of the pertinent case information as well as links to the account, case, customer email, internal case owner email, etc. The outreach is scheduled to run at the end of the day for any cases that were created that day and haven't been closed.
With this being successful, I have been asked to create a similar outreach email for 5 of our Senior VPs whenever a Severity 1 ticket is opened, except this time globally.
The challenge I have is that none of these VPs are an account owner for any accounts, and they're not with our sales hierarchy within SFDC. I am struggling to find a way to access their email addresses for the outreach while still being able to reference case data to be included in the outreach.
I currently have a series of outreaches that are sent to our internal sales reps when a Severity 1 and 2 (the highest and second highest) support case is opened for one of the accounts that they are listed as the "account owner" Their managers also get one because we have an "account owner manager email" field I can reference. These are specific to only our inside sales group and only North America.
Specifically this email references the Case object and includes all of the pertinent case information as well as links to the account, case, customer email, internal case owner email, etc. The outreach is scheduled to run at the end of the day for any cases that were created that day and haven't been closed.
With this being successful, I have been asked to create a similar outreach email for 5 of our Senior VPs whenever a Severity 1 ticket is opened, except this time globally.
The challenge I have is that none of these VPs are an account owner for any accounts, and they're not with our sales hierarchy within SFDC. I am struggling to find a way to access their email addresses for the outreach while still being able to reference case data to be included in the outreach.
