#Escalation Rule0 discutindo

Hi Trailhead Community, @Kübra Muhtar

I'm currently working on the "Create a Case Escalation Rule" step in the Set Up Case Escalation and Entitlements project. I'm using my hands-on org for this challenge. 

When I try to verify the step, I receive the following error message: 

I’ve carefully followed all the steps as outlined in the project instructions, ensured that the 

Account Name is Pyramid Construction and the Type is Product Support

. I have also tried the following troubleshooting steps: 

• Recreated the case multiple times
• Cleared browser cache
• Tried in different browsers (Chrome, Edge, etc.)
• Relaunched the org and re-did the steps from scratch

Despite all this, I still receive the same error when verifying the challenge. Has anyone else faced this issue or can suggest any other fixes? Any help would be greatly appreciated. 

Thank you in advance for your support! 

Best regards, 

#Trailhead Challenges  #Certifications  #Case Escalations  #Escalation Rule  #Create A Case

Introducing BRAND 🔥  *NEW* 🔥 Getting Started Resource: Rules and Queues Document

(Feel Free to download)

************************************************************************************************

Prioritize, distribute, and assign records to teams who share workloads. Queue members can jump in to take ownership of any record in a queue. They are available for cases, contact request, leads, order, custom objects, service contract, and knowledge article versions.

***Be sure to Check Page 2 for our complete content catalogue. Follow Me, Download the File👇 and keep blazing new trails!

Resource Included:

Set Up Queues

Assignment Rules

• How to Set Up Assignment Rule

Auto-Response Rule

• How to Set Up Auto-Response Rule

Escalation Rule

• How to Set Up Escalation Rule

Limits for Assignment, Auto-Response, and Escalation Rules

Trailhead and more…

I'm implementing OMNI channel for our cases currently and have run into a couple of issues and I wondered if anyone was familiar with them.

1. Could anyone clarify if within a queue Cases are routed in age from Oldest (from original created date) to Newest and if that's the case is there any way to change this? For example, if I have 100 items in my queue and it routes one to me as it's the oldest and I reply back to user, if the user replies to that straight away it seems to serve that case to me again. Ideally I want it to route to my agents based on the oldest since last modified. So a case which a user has just replied to us on shouldn't be considered to be a higher priority than one that has been waiting 2 days for a reply.

2. I have two queues, one of a priority of 1 and one of a priority of 2, two of my agents are members of both queues and my understanding was that they would be routed all of the work in the priority 1 queue and only if that was empty would they be routed work in the priority 2 queue - is that correct as it doesn't seem to be working that way?

3. I have an escalation rule that if one of my agents is served a case and becomes the owner, if they don't reply to it within 30 minutes then it puts it back into my high priority omni channel queue. This rule seems to work fine on cases that an agent manually assigns to themselves but where the case has been automatically served to them via omni channel it doesn't seem to fire. Is there some reason this should be the case?

Thanks for any help anyone can offer!