Create Escalation Rules #inSalesforce

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This automatically determine when cases should escalate and what actions to take. After you create a rule, select if from the rules list and add rule entries.

As per the rule entries created, criteria defined for escalating a case, and escalation actions that has been defined, all these decides when a case escalates.

Orgs typically use one escalation rule that consists of multiple rule entries like in

standard case escalation rule could have two entries: cases with Type set to Gold are escalated within two hours, and cases with Type set to Silver are escalated within eight hours.


Steps:

  • Setup | start typing Escalation Rules in the Quick Find box | select Escalation Rules.
Create the escalation rule:
  • Click New and name the rule may be 'sampleEscalationRule'. Specify whether you want this rule to be the active escalation rule.
  • Note : You can have only one active escalation rule at a time.
  • Click Save.
On the Case Escalation Rules page, select the rule that you want to work with.
The rule detail page is displayed.
Create the rule entries as per requirement. Rule entries define the criteria used to escalate the case.
  • In the Rule Entries section, click New. For each rule entry, you can specify:
  • Order in which rule entries are evaluated
  • Criteria for escalating a case
  • How business hours affect when cases escalate
  • How escalation times are determined
  • Click Save.
The Escalation Actions page is displayed.
Define the escalation actions. Escalation actions specify when the case escalates and what happens when the case escalates. You can add up to five actions for each rule entry to escalate the case over increasing periods of time.
  • In the Escalation Actions section, click New.
  • For each escalation action, you can:
  • Specify when the case escalates: In the Age Over field, enter the number of hours after which a case escalates if it hasn’t been closed. You can enter the number of hours and either 0 minutes or 30 minutes. For example, 1 hour and 0 minutes or 1 hour and 30 minutes.
  • Reassign the case to another user or queue as per requirement, and select an email template that sends the new assignee (the new case owner) a notification email.
  • Send notification emails to other users, the current case owner, or other recipients.
  • Click Save.


Please note the rule executes in the following order:

  • Validation rules
  • Assignment rules
  • Auto-response rules
  • Workflow rules (with immediate actions)
  • Escalation rules


Also check the best practices - https://help.salesforce.com/s/articleView?id=sf.rules_escalation_best_practices.htm&type=5



Visual: https://www.youtube.com/watch?v=vyKQ1m6x9tA



Reference: https://trailhead.salesforce.com/content/learn/projects/create-a-process-for-managing-support-cases/create-an-escalation-rule

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