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Set Up Escalation Rules
Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. You can create rule entries, which define criteria for escalating a case, and escalation actions, which define what happens when a case escalates.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To create or edit escalation rules: | Customize Application |
Before you get started:
- If you want to assign cases to queues, create queues.
- If you want to send notification emails when a case escalates, create email templates.
- Create business hours on the Business Hours page in Setup to indicate when your support team is available. Escalation actions only run during the business hours with which they are associated.
Orgs typically use one escalation rule that consists of multiple rule entries. For example, your standard case escalation rule could have two entries: cases with Type set to Gold are escalated within two hours, and cases with Type set to Silver are escalated within eight hours.
- From Setup, enter Escalation Rules in the Quick Find box, then select Escalation Rules.
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Create the escalation rule.
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Click New and name the rule. Specify whether you want this
rule to be the active escalation rule.
You can have only one active escalation rule at a time.
- Click Save.
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Click New and name the rule. Specify whether you want this
rule to be the active escalation rule.
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On the Case Escalation Rules page, select the rule that you want to work with.
The rule detail page is displayed.
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Create the rule entries. Rule entries define the criteria used to escalate the case. In
the Rule Entries section, click New. For each rule entry, you can
specify:
- Order in which rule entries are evaluated
- Criteria for escalating a case
- How business hours affect when cases escalate
- How escalation times are determined
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Click Save.
The Escalation Actions page is displayed.
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Define the escalation actions. Escalation actions specify when the case escalates and
what happens when the case escalates. You can add up to five actions for each rule entry
to escalate the case over increasing periods of time. In the Escalation Actions section,
click New. For each escalation action, you can:
- Specify when the case escalates: In the Age Over field, enter the number of hours after which a case escalates if it hasn’t been closed. You can enter the number of hours and either 0 minutes or 30 minutes. For example, 1 hour and 0 minutes or 1 hour and 30 minutes.
- Reassign the case to another user or queue, and select an email template that sends the new assignee (the new case owner) a notification email.
- Send notification emails to other users, the current case owner, or other recipients.
- Click Save.
Salesforce processes each rule entry in order until it finds a match between the case attributes and the rule entry criteria. When it finds the first match, it escalates the case.
- 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. - Escalation Actions
Escalation actions specify when the case escalates and what happens when the case escalates. An escalation rule can reassign the case to another support rep (user) or support queue (queue). An escalation rule also can send notification emails to the new assignee, to the current case owner, and to other recipients. - Escalation Rule Entries
Escalation criteria specify the conditions under which a case escalates. We store your criteria in a rule entry.
