Case Escalation Rule

Case Escalation Rule

Welcome in 2nd session of Case management. In our first session of Case management in Salesforce, we talk about different way to create case like email to case, web to case and manual. In this session we talk about case lifecycle and resolution process.

What is support Process?

Process necessary to complete a case flow, primarily differentiated by Case status.

Case Life Cycle

Cass can be created from multiple channel in Salesforce Service cloud like log a case online, Case Support (CTI), Email Support and Email Support. Once Case is created then next step is to assign the case to Sales agent or Queue. Another key feature of service cloud is Entitlements Management to verify the SLA. Then sales agent can use Salesforce Solution to suggest solution to client and communicate solution by email, phone or customer portal.

Case Life Cycle

Once Solution is provided, It time to check case is resolved or not? If resolved on time then close the case. Else reassign it to another agent. We can also check the SLA as well base on that case can be escalated to manager ans assigned to tier 2 for help.


Why we need queues in Salesforce?

  1. Prioritize, distribute, and assign records to teams who share workloads
  2. Each Queue can be assessed from list view
  3. Queue members can assign each case to them

How To Set Up Queues

  • Select Objects supported in the queue
  • Add Queue members – users, roles, public groups etc.

Assignment Rules

Case assignment rules are use to Automate Support Process. Cases can be assigned to Users or Queues based on Criteria.

Auto Response rules

  1. Send email response based on criteria
  2. Multiples rules can be created based on criteria
  3. Email send only on creation
  4. Best practice – default alert without criteria
  5. Works for Cases created through:
    • Self-Service portal
    • Customer Portal
    • Web-to-Case form
    • Email-to-Case message
    • On-Demand Email-to-Case message

Case Escalation Rule


Please check this post for our old and upcoming session on Service Cloud.

Amit Chaudhary

Amit Chaudhary

Amit Chaudhary is Salesforce Application & System Architect and working on Salesforce Platform since 2010. He is Salesforce MVP since 2017 and have 17 Salesforce Certificates. He is a active blogger and founder of Apex Hours.

Share this article


  • Thank you so much amit and meera for wonderful session

  • Thanks a lot for the visualizations ,does help a lot.

  • Great explanation and thanks again Amit and Meera

  • Good session and informative. These sessions help us updating ourselvs with latest salesforce features.

  • Vey well explained

  • Thank you for session. auto response rules section was very helpful.

  • Thanks for insightful session . it is really helpful for Service Cloud Consultant preparation .. Case management, Queue & rule configuration

  • Thanks so much Meera nair and Amit for wonderful session. Really Awesome and great content.

  • Thanks for a detailed session on case escalation rules.

  • Thanks for sharing the basic knowledge…

  • Thank You Amit Sir and Meera Ma’am, For this real time Explanation.

  • Thank you for a detailed walkthrough. Hoping would be able to go through all the sessions by eod as a part of my revision.

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