Escalation rule
It may happen a few times that the support rep does not resolve a case on the specified time, as assigned. The Case Escalation feature allows us to configure a rule by which the case can be escalated to another user or queue. In other words, its escalation rule is a way of reassigning a case to another user or queue and notifying individuals when a case is not closed in the specified time frame. The benefits of using an escalation rule are as follows:
It allows an organization to ensure that cases should not remain open forever. For example, if a case is not resolved after 72 hours of its creation, then it is reassigned to a Tier II queue.
It helps the organization to prioritize key customer cases. For example, escalating Silver customer cases after 24 hours of case creation if it is still open.
It also helps an organization to ensure better customer service.
The following diagram shows how an escalation rule is structured in Salesforce:
Three are three steps to define an escalation...
