Lesson: 06 | Escalations Rules

Intro

Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. You can create rule entries, which define criteria for escalating a case, and escalation actions, which define what happens when a case escalates.

How?

From Setup, enter Escalation Rules in the Quick Find box, then select Escalation Rules.
Create the escalation rule.
1. Click New and name the rule. Specify whether you want this rule to be the active escalation rule.
  You can have only one active escalation rule at a time.
2. 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. Rule entries define the criteria used to escalate the case.
1. 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
2. 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.
1. 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, 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.
2. Click Save.

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Lesson: 06 | Escalations Rules

Intro

Administrator Course