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Topics#TrailheadPregunta de Munira Majmundar
Munira Majmundar (ICF) ha preguntado en #Trailhead
26 sept 2015, 3:18

Service Cloud Basics Module - Automating Case Management Challenge

Hello:

Has anyone completed Trailhead's Service Cloud Basics Module yet?

I need help in figuring out the following step in the challenge:

The escalation rule should escalate cases not closed after 30 minutes, based on when the case is created, and should use business hours specified on the case.

I am unable to figure out what Rule Criteria I should use (how should I set it up) so that escalate rule will fire if a case is not closed after 30 minutes.

Thanks,

Munira

 
4 respuestas
  1. Amit Chaudhary (Info Services)
    26 sept 2015, 6:01
    The escalation rule should escalate cases not closed after 30 minutes, based on when the case is created, and should use business hours specified on the case

    Create on Escalation Rule Like below

    The escalation rule should escalate cases not closed after 30 minutes, based on when the case is created, and should use business hours specified on the caseCreate on Escalation Rule Like belowThen Pl

    Then Please click on same Escalation Rule.

    User-added image

    Then Click on new Enter button.

    Then Define Rule Entry and Escalation Actions

    1) Define Rule Entry like below

    User-added image

    2) Define Escalation Actions like below

    User-added image

    Make sure your Rule should be Active

    User-added image

    Please let us know if this will help you

    Thanks

    Amit Chaudhary
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