or both of them the Order and Criteria (during the creation of Escalation and Assignment Rules) are same , so it doesn't matter much .
Coming to the differences between them .
Case Assignement Rule : You can specify whether you want this to be the active rule for cases created manually and via the web and email.
Case Escalation Rule : You can just specify whether you want this to be the active escalation rule .
Case Assignement Rule : You cannot Specify business hours criteria
Case Escalation Rule : You can Specify business hours criteria
Also for a Case Escalation Rule you can determine what field applies to your Age Over number of hours. Your Age Over setting can be based on the number of hours since:
A case was created
The case was created unless it has been modified; once modified, the case will never get escalated
The most recent time a case was modified
For example, if you choose Based on last modification time of the case and your Age Oversetting is 5, cases will get escalated 5 hours after the most recent last modified time and date as long as the case is open.
Also the order of execution for Salesforce matters here .
Salesforce processes rules in the following order:
Case assignment - Set of rules defined to assign a newly created case to a particular user or a group
Case escalation - Set of rules defined to escalate the case to take appropriate action. For example, the case owner has to take any action within 2 days of case creation. We create an escalation rule for this scenario.
or both of them the Order and Criteria (during the creation of Escalation and Assignment Rules) are same , so it doesn't matter much .
Coming to the differences between them .
Case Assignement Rule : You can specify whether you want this to be the active rule for cases created manually and via the web and email.
Case Escalation Rule : You can just specify whether you want this to be the active escalation rule .
Case Assignement Rule : You cannot Specify business hours criteria
Case Escalation Rule : You can Specify business hours criteria
Also for a Case Escalation Rule you can determine what field applies to your Age Over number of hours. Your Age Over setting can be based on the number of hours since:
A case was created
The case was created unless it has been modified; once modified, the case will never get escalated
The most recent time a case was modified
For example, if you choose Based on last modification time of the case and your Age Oversetting is 5, cases will get escalated 5 hours after the most recent last modified time and date as long as the case is open.
Also the order of execution for Salesforce matters here .
Salesforce processes rules in the following order:
Validation rules
Assignment rules
Auto-response rules
Workflow rules (with immediate actions)
Escalation rules .
If this helps, Please mark it as best answer.
Thanks!!
Case escalation - Set of rules defined to escalate the case to take appropriate action. For example, the case owner has to take any action within 2 days of case creation. We create an escalation rule for this scenario.