Skip to main content

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 Setup 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.



    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

  1. Click Save.
  2. 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: SelectEscalation 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 Launcher App 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.





    Case Reason


    Account Name

    Pyramid Construction Inc.



    Case Origin



    Faulty Inverter


    System shut down and seems to be from a faulty inverter



    Assign using active assignment rule

    Select (if not already selected)

  6. Click Save.
  7. Click the gear icon Setup 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.


  • 各自のキャリア目標に合わせてパーソナライズされたおすすめが表示される
  • ハンズオン Challenge やテストでスキルを練習できる
  • 進捗状況を追跡して上司と共有できる
  • メンターやキャリアチャンスと繋がることができる