Скачать или смотреть Learn about Automated Case Escalation in Salesforce Service Cloud | Learn Salesforce

Under our Zordial Laboratory program "Explore the More”, we explored the “Case Escalation Process in Salesforce”

Module: “Automated Case Escalation in Salesforce Service Cloud"

Use case :
Case Escalation Rules automatically reassign or escalate support cases when they meet predefined criteria, such as not being closed within a specified time frame. This ensures high-priority issues are addressed promptly, improves customer satisfaction, and enforces service-level agreements (SLAs).


Features: 

Time-Based Escalation:
Automatically monitors case age against thresholds (e.g., 2, 4, or 24 hours).
Reassigns cases or changes status if time criteria are met.
✅ Rule Criteria & Filters:
Define conditions to select which cases are eligible for escalation (e.g., Priority = High, Status = New).
Combine multiple criteria using filters.
✅ Multiple Actions on Escalation:
Reassign the case owner to another user or queue.
Send email notifications to alert relevant stakeholders.
Update case fields (e.g., change priority or status).
✅ Business Hours Awareness:
Configured escalation times respect business hours and holidays, ensuring fair timing calculations.
✅ Notifications & Alerts:
Automatic emails sent to managers, owners, or predefined recipients when cases escalate.
✅ Escalation Queues:
Escalated cases can be routed to dedicated queues for prioritized handling.
✅ Reporting & Monitoring:
Track escalated cases with reports and dashboards to measure compliance and workload.


Much Appreciated Gaurav Sharma for such wonderful presentation

Topics Covered:
Automated Case Escalation in Salesforce Service Cloud

Presented By:
Gaurav Sharma

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