The proficiency of the support team and customer gratification are both top preferences for any company, so to maintain these preferences, different processes for managing support cases and customer requests are needed to be established, but Salesforce has made it very easier for all of us with the introduction of Case Escalations.

What is Case Escalation?

Case escalation as the name specifies to raise a case to provide better service to our customer and can notify the customer if the case remains open after a certain period.

An escalation rule is mainly used for redirecting a case or to notify a user if the case remains open after a certain period has elapsed. With an escalation rule, we can configure the rule in such a way that it can notify a user accordingly. We can also configure rule entries to define the order, criteria, and escalation actions depending on the requirement.

Escalation actions define that when the case needs to be escalated and what happens after the case is escalated.

If needed an escalation rule can reassign the case to another support agent/s (user or queue). An escalation rule is also able to send notification via emails to the new assignee, to the current case owner, and other recipients.

Advantages:

  • Provides exceptional customer service: It’s our duty to keep our customers happy, to achieve that we can provide an exceptional service to our customers ensuring that neither of the cases remains unresolved.
  • Customize Your Customer Experience: Based on the requirement of customer we can make customizations in rules and their entries making the customer experience a good one.
  • Hold everyone engaged without any extra effort: Efforts are mandatory, but they should be in the right direction, so we can use these rules provided by salesforce to reduce the efforts of our support team.

Steps to configure Case Escalation rule in Salesforce

Step 1: From Setup, enter Escalation Rules in the Quick Find box, then select Escalation Rules.

Step 2: Create an escalation rule.

Click New and name the rule. Specify whether you want this rule to be the active escalation rule.

We can have only one active escalation rule at a time.

Click Save.

Step 3: On the Case Escalation Rules page, select the rule that we want to work with. The rule detail page is displayed.

Step 4: Create the rule entries. Rule entries are used to define the criteria to escalate the case.

In the Rule Entries section, click New. For each rule entry, you can specify:

  • Order in which rule entries are evaluated
  • Criteria for escalating a case
  • How business hours effect when cases escalate
  • How escalation times are determined

Click Save. The Escalation Actions page is displayed.

Image Source – https://help.salesforce.com/articleView?id=rules_escalation_actions.htm&type=5

Step 5: Define escalation actions. Escalation actions particularly specify when the case escalates and what would happen when the case starts to escalate. Well, you can add up to 5 actions for each rule entry to escalate the case over an increasing period of time.

In the Escalation Actions section, click New. For each escalation action, you can:

Specify when the case escalates: In the Age Over field, enter the number of hours after which a case escalates if it hasn’t been closed. You can enter the number of hours and either 0 minutes or 30 minutes. For example, 1 hour and 0 minutes or 1 hour and 30 minutes.

Reassign the case to another user or queue and select an email template that sends the new assignee (the new case owner) a notification email.

Send notification emails to other users, the current case owner, or other recipients.

Click Save.

Step 6: Define the Rule Entries and Business Hours

Escalation Rule Entries –

Rule Entry Order – The Sort Order governs the order in which Salesforce evaluates the rule entries. Generally, organizations use 1 escalation rule that’s made up of numerous rule entries.

Image Source – https://help.salesforce.com/articleView?id=rules_escalation_rule_entry.htm&type=5

Rule Entry Criteria – The rule entry criteria describe the case field values that trigger an escalation. In such cases, when Salesforce starts evaluating the rule entry, it looks at the criteria and compares if the criteria match the field values set on the case. If it does – only then a case is escalated.

Business Hours Criteria – Business hours criteria lets you state when your support team is available. Once the business hours are clearly specified on the escalation rule – only then the escalation actions occur during the particular time frame.

How Escalation Times Are Set – It specifies when the escalation clock starts ticking by mentioning when the escalation times are defined. Your selection made here affects when the time specified in the “Age Over” field begins to run. You can also set the Age Over field on the Escalation Actions page.

#HappyCoding