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            Planning for Escalation Rules

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            Planning for Escalation Rules

            Your organization may have a process for escalating cases that remain open beyond a specified period of time. To automate the process of escalating cases, create an escalation rule that specifies what actions to take when cases are not resolved within a designated length of time.

            Required Editions

            View supported editions.

            To get started with escalation rules, consider these questions.

            • Determine the business hours. Do you have multiple support centers in multiple locations and time zones? Are your support centers available 24/7? Do you have different support hours for different days of the week?
            • Document your escalation process. Do you notify certain support representatives when cases get escalated? How old does a case need to be before it is escalated? What case attributes determine if and when it should be escalated?
            • Decide what escalation actions to take. Do you send an email when a case is escalated? Do you notify the case owner when cases are escalated?
             
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