Case Escalation Rule

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. We will learn about Case Escalation Rule in Salesforce and case assignment rules.

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.

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 in Salesforce

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.

Case Escalation Rule in Salesforce

How to Setup Case Escalation Rule in Salesforce

Check below step by step process to setup Case Escalation Rule.

1. Create Case Queues

Create a support queues to rules. Go to setup-> Queues then click on new button.

Then provide name and select Object as case and assign user to queues.

2. Create Case Escalation Rule

Now it time to create new Escalation Rules. To go setup search for “Escalation Rules” then click on new button

Then provide the name and activate it like below

After that it will deactivate the standard rule and activate your one. Only one rule can be activated.

Now click on Rule and Profile Rule Entries. like below

  • Set the order in which this rule entry will be processed
  • Select the criteria for this rule entry
  • Specify the business hours criteria for this escalation rule
  • Specify how escalation times are set
Rule Entry Edit

Then click on Save button

3. Setup Escalation Actions

Not it time to create a Escalation Action. Click on New button from Escalation Action section.

4. Test your Escalation Rule

Now create a case with high priority. Then you can monitor it from “Case Notification”

Case Escalation Monitoring
Case Escalation Monitoring

Case Escalation Rule Video

YouTube video

Check video from 24.35 for 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.

Articles: 460

14 Comments

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

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

  3. It is usefull to me and it has many advantages and disadvantages and in my future it has many scope .

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