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Munira Majmundar
Service Cloud Basics Module - Automating Case Management Challenge
Hello:
Has anyone completed Trailhead's Service Cloud Basics Module yet?
I need help in figuring out the following step in the challenge:
The escalation rule should escalate cases not closed after 30 minutes, based on when the case is created, and should use business hours specified on the case.
I am unable to figure out what Rule Criteria I should use (how should I set it up) so that escalate rule will fire if a case is not closed after 30 minutes.
Thanks,
Munira
Has anyone completed Trailhead's Service Cloud Basics Module yet?
I need help in figuring out the following step in the challenge:
The escalation rule should escalate cases not closed after 30 minutes, based on when the case is created, and should use business hours specified on the case.
I am unable to figure out what Rule Criteria I should use (how should I set it up) so that escalate rule will fire if a case is not closed after 30 minutes.
Thanks,
Munira
Create on Escalation Rule Like below
Then Please click on same Escalation Rule.
Then Click on new Enter button.
Then Define Rule Entry and Escalation Actions
1) Define Rule Entry like below
2) Define Escalation Actions like below
Make sure your Rule should be Active
Please let us know if this will help you
Thanks
Amit Chaudhary
All Answers
Create on Escalation Rule Like below
Then Please click on same Escalation Rule.
Then Click on new Enter button.
Then Define Rule Entry and Escalation Actions
1) Define Rule Entry like below
2) Define Escalation Actions like below
Make sure your Rule should be Active
Please let us know if this will help you
Thanks
Amit Chaudhary
Did you fix this issue? How did "not closed after 30 minutes" work? I am not sure Amit's solution works,