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Add an Escalation to a Task in Agentforce Operations

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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
  1. Create a blueprint or edit an existing blueprint.
  2. In the blueprint, create a task by clicking + Task or open an existing task.
  3. In the task configuration, after the Assigned to field, click + Add escalation.
  4. 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.
  5. Select who to notify.
    You can select a person, team, role, or people field from an earlier task.
  6. Select when to notify.
    1. Select a number.
    2. Select the unit of time.
    3. Select whether to notify before the due date or after.
  7. To add more escalations, click + Add escalation. You can configure up to five escalations per task.
  8. 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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