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In this scenario, the service department wants to automate its notification policy when the number of open requests for an agent reach a critical mass of 20. The tables below show the information needed to define this type of workflow policy.
Table 31 represents the general policy definition.
Table 32 shows the policy name is Over 20 Open Service Requests, workflow policy object is Service Request, workflow policy group is High Frequency, and the quantity is 20.
After you determine the policy's workflow object and other properties, define the workflow conditions for your workflow policy. Table 33 shows the workflow condition definitions.
Define the workflow policy actions that occur when the conditions of the policy are met. You can also define the action arguments. Table 34 shows the action argument definitions.
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