The step seems pretty simple, but I've got to be overlooking something. We're just ensuring cases are routed/assigned to the right queue. At first the Low Priority step was giving my trouble....but it ended up working. The strange thing is, I put it back to the way I had it orginally...left it for about 15 minutes (I got a phone call) and checked it again...boom! Now it's erroring on the High Priority cases. Says it can't find that High Priority Cases are assigned to the the "Advanced Case Orginizer" queue. The thing is...that's EXACTLY what the assignment rule is doing. I've even edded a filter for "New" status and "High" priority, just to be sure.

Should this be a workflow rule? Not an elegant solution, but I guess I'll give it try. If you've done this step...a little direction would be really appreciated.

The step seems pretty simple, but I've got to be overlooking something. We're just ensuring cases are routed/assigned to the right queue. At first the Low Priority step was giving my trouble....but it ended up working. The strange thing is, I put it back to the way I had it orginally...left it for about 15 minutes (I got a phone call) and checked it again...boom! Now it's erroring on the High Priority cases. Says it can't find that High Priority Cases are assigned to the the "Advanced Case Orginizer" queue. The thing is...that's EXACTLY what the assignment rule is doing. I've even edded a filter for "New" status and "High" priority, just to be sure.

Should this be a workflow rule? Not an elegant solution, but I guess I'll give it try. If you've done this step...a little direction would be really appreciated.

Hi Folks,

I am attempting Service Cloud super badge which was recently released. I am trying to complete challenge no 3 - Create service level and actions.

We have to set up minimum response time and resolution time. The problem I face here is I do not see the response time in minutes. 

In the challenge, it mentions 20 minutes and I am not finding a way to set minutes, every process(Time-based workflow, Entitlement hours, Escalation rules) are in hours and there is no provision to set in decimal.

Am I heading in the right direction? Please suggest.