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.


  1. Reply
    Snehal Martiwar says:

    Thank you so much amit and meera for wonderful session

  2. Reply
    Sayan says:

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

  3. Reply
    Dasari Chandranna says:

    Great explanation and thanks again Amit and Meera

  4. Reply
    Sursh says:

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

  5. Reply
    ashish kumar says:

    Vey well explained

  6. Reply
    Harshil Rathi says:

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

  7. Reply
    Ketan says:

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

  8. Reply
    Harshal Katole says:

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

  9. Reply
    Narendra says:

    Thanks for a detailed session on case escalation rules.

  10. Reply
    Dung says:

    Thanks for sharing the basic knowledge…

  11. Reply
    Afreed says:

    Thank You Meera Nair and Amit Bhaiya.
    Very informative And Real Time use case are explained in this session Really Enjoyed while I learning. After completion of this I tried 4-5 Different Use cases Related Escalation Rule.
    It’s Really helps me To crack Service Cloud consultant Certification.


  12. Reply
    S A M says:

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

  13. Reply
    Sheetal Chougule says:

    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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