The administrator at Ursa Major Solar needs to make sure that unassigned cases from VIP customers get transferred to service representative within 5 hours. VIP customers have access to support 24 hours a day.
How should this be configured?
Escalation Rules
Business Hours
Assignment Rules
Case Queues
Hi @Jerry Suhrstedt,
Its not specifically related to an escalation rule. Instead, it involves a combination of Assignment Rules and Case Queues to ensure unassigned cases from VIP customers get transferred to service representatives within 5 hours.
- Assignment Rules:
Create an Assignment Rule to route cases from VIP customers to the appropriate Case Queue. The Assignment Rule should be set to evaluate incoming cases and check if the customer is a VIP customer. If the customer is a VIP, the rule should assign the case to the designated VIP Case Queue.
- Case Queues:
Create a specific Case Queue dedicated to handling cases from VIP customers. This queue should be staffed by service representatives who are available 24 hours a day.
- Business Hours:
Since VIP customers have access to support 24 hours a day, you don't need to configure specific business hours for them. They can submit cases at any time, and the Case Assignment Rule will route their cases to the designated Case Queue.
Verify the below Example link:
Link 1-https://help.salesforce.com/s/articleView?id=sf.rules_escalation_rule_entry.htm&type=5
