Create a Case Escalation Rule

Now that you have case routing criteria in place, Ursa Major Solar wants to ensure that they have a way to catch cases that are open for an extended period of 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 Setup Icon and select Service 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
    Run this rule if the
    criteria are met
    Case: Case Record Type
    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
    Create an Escalation Rule
  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 Unified Public Classic Email Templates)
  3. Notify Case Owner: Select
    Escalation Action
  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 LauncherApp Launcher Icon 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
    Account Name
    Pyramid Construction Inc.
    Case Origin
    Faulty Inverter
    System shut down and seems to be from a faulty inverter
    Case Reason
    Assign using active assignment rule
    Select (if not already selected)
  6. Click Save.
  7. Click the gear icon Setup Icon and then 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.


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