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Lakshmi SLakshmi S 

Escalation rules

HI All,


What is an escalation rule?
When we are going to use an escalation rule?
can any one give one example for this topic....
Best Answer chosen by Lakshmi S
JyothsnaJyothsna (Salesforce Developers) 
Hi Lakshmi Narasimha,

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

JyothsnaJyothsna (Salesforce Developers) 
Hi Lakshmi Narasimha,

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

             
This was selected as the best answer
Lakshmi SLakshmi S
Hi Jyothsna, Thankyou very much for your reply.