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Sam LevellSam Levell 

SLA Breached Escalation Rule formula

Hello all,

Very new to Salesforce so forgive me.

Each case's SLA is different (some are 5 days others are 20...), this is calculated when the case is created. I need the escalation rule to be based off the SLA of each specific case where the case is not closed.

This is what I have so far:

SLA Breaching rule criteria: IsClosed <> True && SLA_Date__c <= NOW()
Unfortunately I cannot set the Escalation Actions ‘Age Over’ to 0 so it will have to be 30 minutes.

Would this work?
RAJ PADMANABHAN 8RAJ PADMANABHAN 8
Look at the entitlements module.  These are all OOB functionality.  Cool feature is also that Milestone chart will be displayed indicating how long the CSR has to respond to Case before the case will be escalated.   SLA can be based on some predefined field values.
RAJ PADMANABHAN 8RAJ PADMANABHAN 8
Look at this also.  This is all OOB.  Target date , Target time reamining can be configured.User-added image
Sam LevellSam Levell
I don't seem to have the Entitlements Module.

Would my solution work at all?
RAJ PADMANABHAN 8RAJ PADMANABHAN 8
Your solution should work if the escalation action is based on some field which has the criteria.  But what you are trying to accomplish is available OOB. Check this setting and may be it will help

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