5 Antworten
Case Assignment Rule:- As its Name Indicates Are used to assign the case for different User, Queue based on the Criteria
Case Escalation Rule:- Escalation Rule are used to Escalate the case to Upper Tier Support Agent if Agent who got the case is not able to close/resolve the case within the Timeframe. For Example, A Case with High Priority needs to be resolved in 45 minutes an agent is not able to close the case will be escalated to a high-level agent.
Note: - Case Escalation Rule also changes the owner of the case but only if some agents are not able to solve the case.
