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Faizan Shaikh 6 Case Escalation if not responded
Hello Everyone,
I have a requirement in Service Cloud where i want to set specific timeframe if no action is taken on case then it get escalate to another user and even second user doesn't respond to it and leave it unattended it should escalate to higher authority user
I have a requirement in Service Cloud where i want to set specific timeframe if no action is taken on case then it get escalate to another user and even second user doesn't respond to it and leave it unattended it should escalate to higher authority user
Just Create a Case Escalation rule where you can mention all the filter you want according to case Business hours also.
And after that add Escalation action to whom it should assign.
From Setup -->Quick Find --> Escalation rule.
Find this link for more help :Escalation Rules (https://help.salesforce.com/s/articleView?id=sf.rules_escalation_best_practices.htm&type=5)
Please mark as best answer.
Thanks,
Can we escalate it twice?
I have a requirement where if case is not attended within 1 hour it gets escalate to supervisor and and if supervisor doesn't attend it it gets escalate to Manager.
Thanks