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Munira MajmundarMunira Majmundar 

Service Cloud Basics Module - Automating Case Management Challenge

Hello:

Has anyone completed Trailhead's Service Cloud Basics Module yet?

I need help in figuring out the following step in the challenge:

The escalation rule should escalate cases not closed after 30 minutes, based on when the case is created, and should use business hours specified on the case.

I am unable to figure out what Rule Criteria I should use (how should I set it up) so that escalate rule will fire if a case is not closed after 30 minutes.

Thanks,
Munira
 
Best Answer chosen by Munira Majmundar
Amit Chaudhary 8Amit Chaudhary 8
The escalation rule should escalate cases not closed after 30 minutes, based on when the case is created, and should use business hours specified on the case

Create on Escalation Rule Like below

User-added image

Then Please click on same Escalation Rule.
User-added image
Then Click on new Enter button.

Then Define Rule Entry and Escalation Actions
1) Define Rule Entry like below
User-added image
2) Define Escalation Actions like below
User-added image

Make sure your Rule should be Active
User-added image


Please let us know if this will help you

Thanks
Amit Chaudhary

All Answers

Amit Chaudhary 8Amit Chaudhary 8
The escalation rule should escalate cases not closed after 30 minutes, based on when the case is created, and should use business hours specified on the case

Create on Escalation Rule Like below

User-added image

Then Please click on same Escalation Rule.
User-added image
Then Click on new Enter button.

Then Define Rule Entry and Escalation Actions
1) Define Rule Entry like below
User-added image
2) Define Escalation Actions like below
User-added image

Make sure your Rule should be Active
User-added image


Please let us know if this will help you

Thanks
Amit Chaudhary
This was selected as the best answer
ShamalShamal
Munira Majmundar,
Did you fix this issue? How did "not closed after 30 minutes" work? I am not sure Amit's solution works,
Salesforce AnswersSalesforce Answers
This video shows the solution. https://www.youtube.com/watch?v=BGwgMULIXwE
Shashikala KamathShashikala Kamath
https://www.youtube.com/watch?v=BGwgMULIXwE is helpful. Thank you.