Communication templates and escalations

You can use escalations to monitor time-sensitive records and key performance indicators (KPIs). When you create escalation records, you can specify that email notifications are generated when a record reaches the defined escalation point.

You can create each notification in the Escalations application, or you can create communication templates for frequently generated notifications. Notifications are sent when records are found that meet the conditions that an escalation point defines.

In the Escalations application, you can create a template-based communication. A template-based communication uses all the features that are available in a communication template, including attachments. The default values for role or recipient, subject, and message are derived from the template. You cannot change these values in the Escalations application.