Hello,
I would like to know how the 'IsEscalated' checkbox for the Case works out of the box?
Does it do anything straight out of the box?
Or is it just a checkbox that u can use (if you wish) to track if a Case has changed owners by setting up your own rules?
Thank you
Hi Hoc Ngo,
There are escalation rules for Cases. Once the criteria matches, the case is escalated, meaning IsEscalated Checkbox is checked.
We can change it as required (provided you have required access of the field).
e.g. If a case is not closed within say 5 days, case is escalated. Escalation rules will set IsEscalated flag to true.
You can use this trailhead and check how it's escalated, and how the flag is set : https://trailhead.salesforce.com/content/learn/projects/create-a-process-for-managing-support-cases/create-an-escalation-rule
Hope this helps!