Create a Case Escalation Rule

Now that you have case routing criteria in place, Ursa Major Solar wants to ensure that the company has a way to catch cases that are open for an extended time and escalate them to a team that deals with the high-priority cases. To accomplish this, create a standard case escalation rule.

1. Click the gear icon and select Setup.
   
2. Enter Escalation Rules in the Quick Find box and select Escalation Rules.
   
3. Click New.
   

• Rule Name: Standard Escalation
• Select the Active checkbox to make this an active escalation rule.
  
• Click Save.
  

Create a rule entry and escalation action for Product Support Tier 2, so cases that are open for more than four hours will automatically be escalated to Ada, who handles escalated cases. By creating a rule, Ada will be notified when a case gets escalated.

1. Click the Standard Escalation link.
   
2. Click New and enter the rule entry details.

   Field	Value
   Sort order	1
   Run this rule if the	criteria are met
   Field	Case: Case Record Type
   Operator	equals
   Value	Product Support (Tip: Click the lookup icon and select Product Support.)
   Set business hours	Default (Tip: Click the lookup icon and select Default.)
   When case is created	Select

Note: Your screen will look like the following:

3. Click Save.
   
4. Click New under Escalation Actions and enter escalation action details.
   

• Age Over: 4
• Choose one or more of the following actions: Select Queue from the picklist.
  
• Click the lookup icon and click the Product Support Tier 2 link. (Do not click save yet.)
  

Set the email notification to be sent to both Ada Balewa and to the case owner when a case is escalated.

1. Notify this User: click the lookup icon, search for Ada Balewa, and click her name.
   
2. Notification Template: Support: Escalated Case Notification (Under the Unfiled Public Classic Email Templates)
   
3. Notify Case Owner: Select
   
4. Click Save.
   

Test the Escalation Rule

Verify the case escalation rule is working by creating a case and monitoring case escalations.

1. Click the App Launcher  and select Service.
   
2. Click the Cases tab.
   
3. Click New.
   
4. From the Record Type of new record picklist, ensure Product Support is selected and click Next.
   
5. Complete the Product Support case details.

   Field	Value
   Type	Problem
   Case Reason	Performance
   Account Name	Pyramid Construction Inc.
   Status	New
   Case Origin	Phone
   Subject	Faulty Inverter
   Description	System shut down and seems to be from a faulty inverter
   Product	Inverters
   Assign using active assignment rule	Select (if not already selected)

6. Click Save.
   
7. Click the gear icon and select Setup.
   
8. Enter Case Escalations in the Quick Find box and select Case Escalations.
   
9. Click Search to view the time in the Escalate At column, indicating when the case will be escalated by the new Standard escalation rule.
   

Congrats! You set up case escalation rules to ensure your team catches those cases that have been open for an extended period of time, and closes them as quickly as possible. You’re well on your way to making sure agent productivity and customer satisfaction stay at the top of Ursa Major Solar’s priority list.

Resources

• Salesforce Help: Set Up Escalation Rules
• Salesforce Help: Escalation Actions