Creating escalation rules
Escalation rules allow you to automatically reassign a case and/or notify a manager that there is an issue with a case and it may not be resolved in a timely manner. An example would be a technical issue that needs to be escalated to a more skilled technician. Another example may be if a customer asks in a comment or on a phone conversation for a case to be escalated to a manager for review. Escalation rules allow you to automatically escalate cases based on set criteria such as the number of hours the case is open and assign to who the case is escalated, as well as who to notify of the escalation. Let’s take a look at how to build escalation rules.
In the following screenshot, I clicked on the gear icon to start the process:
Figure 7.8: Clicking on Setup at the top-right of the screen
As you can see in the preceding screenshot, after clicking on the gear icon, I clicked on Setup to take me into the configuration section of Salesforce...