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            Monitor Support Processes

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            Monitor Support Processes

            After you set up your customer support automation, monitor your case escalation rule queue, your entitlement process queue, and your automated knowledge article actions.

            Required Editions

            View supported editions.

            Monitor the Case Escalation Rule Queue

            When Salesforce triggers a case escalation rule that has time-dependent actions, use the escalation rule queue to view or cancel pending actions.

            Required Editions

            User Permissions Needed
            To manage the case escalation rule queue: Modify All Data
            1. From Setup, enter Case Escalations in the Quick Find box, then select Case Escalations.
            2. Click Search to view all pending actions for any active case escalation rule, or set the filter criteria and click Search to view only the pending actions that match the criteria. The filter isn't case-sensitive.
              Filter Option Definition
              Case To Escalate The Case Number of the escalated case. The Case Number is a unique, automatically generated number used for identifying the case.
              Escalation Rule The name of the rule used to escalate the case.
              Rule Entry The order in which the rule entry will be processed. A rule entry is a condition that determines how a case escalation rule is processed. Each escalation rule can have a maximum of 3000 rule entries.
              Escalation Action The time criteria specified for the case to escalate as defined in the rule entry.
              Ignore Business Hours Indicates if the Ignore Business Hours checkbox is selected on the rule entry, meaning that the rule entry is in effect at all times and ignores your organization's business hours.
              Escalate At The date and time at which the case will escalate as defined in the rule entry. Dates and times display in the time zone of the user viewing the escalation rule queue.
              Added Date The date and time at which the case was added to the queue. Dates and times display in the time zone of the user viewing the escalation rule queue.
            3. To cancel a pending action, select the action you want to cancel and click Delete.

            Monitor the Entitlement Process Queue

            When Salesforce triggers an entitlement process that has time-dependent milestone actions, use the entitlement process queue to view or cancel pending actions.

            Required Editions

            User Permissions Needed
            To manage the entitlement process queue: Modify All Data
            1. From Setup, enter Entitlement Processes in the Quick Find box, then select Entitlement Processes.
            2. Click Search to view all pending actions for any active workflow rules, or set the filter criteria and click Search to view only the pending actions that match the criteria. The filter isn't case-sensitive.
              Filter Option Definition
              Entitlement Process Name The entitlement process.
              Case Number The case's automatically generated identifying number.
              Milestone Name The milestone that triggered the action.
              Evaluation Date The date the evaluated actions are scheduled to occur.
              Created Date The creation date of the case that triggered the entitlement process.
              Username The user who updated the case to trigger an entitlement process.
            3. To cancel a pending action, select the action you want to cancel and click Delete.

            Monitor Automated Knowledge Article Actions

            Salesforce Knowledge users can schedule articles to be published or archived on a specific date. Use the automated-process actions queue to view or cancel pending actions.

            Required Editions

            User Permissions Needed
            To manage automated-process actions: Modify All Data
            1. From Setup, enter Automated Process Actions in the Quick Find box, then select Automated Process Actions.
            2. Click Search to view all pending actions for any article, or set the filter criteria and click Search to view only the pending actions that match the criteria. The filter isn't case-sensitive.
              Filter Option Definition
              Process Definition The process that is triggering the action. This value is always “KBWorkflow.”
              Object The object that triggered the pending action. This value is always “Knowledge Article.”
              Scheduled Date The date the pending actions are scheduled to occur.
              Create Date The date the article that triggered the pending action was created.
              Created By The user who created the article that triggered the pending action.
              Record Name The name of the article that triggered the pending action.
            3. To cancel pending actions, select the pending actions you want to cancel and click Delete.
             
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