Which tools can send custom notifications to a manager for critical cases?

The selected answer highlights the capabilities of Process Builder and Flow as effective tools for sending custom notifications to managers regarding critical cases. Process Builder is a powerful automation tool that allows users to define criteria for specific events and then take actions based on those criteria. Through Process Builder, you can create a flow that triggers notifications when certain conditions about cases are met. This capability makes it ideal for notifying managers about critical situations that require their attention.

Flow, on the other hand, is a more complex automation tool that enables you to create sophisticated workflows and processes. It provides a visual interface for designing flows and allows for greater customization and interactivity compared to Process Builder alone. When integrated with Process Builder, Flow can be used to send tailored notifications, ensuring that managers receive critical updates in a timely manner.

Combining these two tools allows for a robust process to manage case notifications, including enriching the notification content and specifying the recipients based on evolving business needs. This flexibility is essential for responding promptly to critical cases, ultimately enhancing the management of customer service processes.