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In cases where a response from the AM is required, the agent will populate the Account Manager field with the AM for the Organization AND the Regional Manager Field with the Regional Manager’s name. This information is available under the Org’s account in Salesforce. In cases where the Regional and Account Manager are the same (Paige, Davies, Chad, Joe), add James Lee will be added to the Regional Manager field.
A custom ‘Account Manager’ field has been created for each of the support ticket queues:
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