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Add an Escalation to a Task in Agentforce Operations
Add an escalation to a task to automatically notify additional people before or after the due date in Agentforce Operations.
Required Editions
| License Required |
|---|
This feature is a workspace that’s external to your Salesforce org and requires an Agentforce Operations license. To purchase an Agentforce Operations license, contact your Salesforce account executive. |
| Role or Access Needed | |
|---|---|
| To edit a blueprint in Agentforce Operations: | Admin role, Creator role, or a user with Edit access for the blueprint |
- In the navigation sidebar, click Blueprints.
- Locate the blueprint and click Edit.
- Click the task that you want to configure.
- In the task configuration, after the Assigned to field, click + Add escalation.
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Select the type of escalation.
- To add a person as an additional assignee, select Assign.
- To add a person as a CC, select CC.
Assign adds an assignee without replacing the original assignee. -
Select who to notify.
You can select a person, team, role, or people field from an earlier task.
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Select when to notify.
- Select a number.
- Select the unit of time.
- Select whether to notify before the due date or after.
- To add more escalations, click + Add escalation. You can configure up to five escalations per task.
- Click Save changes.
To understand what happens when an escalation triggers, see What Happens When a Task Escalates in Agentforce Operations.
For limits and edge cases, see Task Escalation Limits and Considerations in Agentforce Operations.
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