Create case escalation rules to escalate cases automatically if they are not resolved within a certain period of time. Typically, your organization will have one escalation rule that consists of multiple entries which specify exactly how the cases are escalated. 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.
Create case escalation rules to escalate cases automatically if they are not resolved within a certain period of time. Typically, your organization will have one escalation rule that consists of multiple entries which specify exactly how the cases are escalated. 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.
Create case escalation rules to escalate cases automatically if they are not resolved within a certain period of time.
Typically, your organization will have one escalation rule that consists of multiple entries which specify exactly how the cases are escalated. 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.
Goto Setup | Customize | Cases | Escalation Rules.
Salesforce processes rules in the following order:
Validation rules
Assignment rules
Auto-response rules
Workflow rules (with immediate actions)
Escalation rules .
Please check the below link for example.
http://www.infallibletechie.com/2013/08/escalation-rule-in-salesforce.html
Hope this helps you!
Best Regards,
Jyothsna
All Answers
https://help.salesforce.com/apex/HTViewHelpDoc?id=customize_escrules.htm
https://help.salesforce.com/HTViewHelpDoc?id=creating_escalation_rules.htm&language=en_US
Create case escalation rules to escalate cases automatically if they are not resolved within a certain period of time.
Typically, your organization will have one escalation rule that consists of multiple entries which specify exactly how the cases are escalated. 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.
Goto Setup | Customize | Cases | Escalation Rules.
Salesforce processes rules in the following order:
Validation rules
Assignment rules
Auto-response rules
Workflow rules (with immediate actions)
Escalation rules .
Please check the below link for example.
http://www.infallibletechie.com/2013/08/escalation-rule-in-salesforce.html
Hope this helps you!
Best Regards,
Jyothsna