It would be nice to have the ability for configuration of custom notifications for users regarding the selection of cases from queues. For instance -- if a queue item is present in the queue for a certain duration of time -- pop-out a notification in the CRM ribbon indicating an action is required from the users. The notification criteria should be customizable. Like when a new case queue item needs attention or when a customer responds to an email for a case, and certain updates to the case record.
Alert notification details
- Some kind of icon like an alert bell in the ribbon
- Alert has link to case that needs attention when opening
- Alert contains small details like what changed on the case -- such as customer responding and provide description of email