What are the Escalation Rules in Salesforce?

Esclanation rules in Salesforce are used to escalate cases automatically when a case is not handled within a certain period of time.The cases are escalated to new person after bussiness hours.

Hi Chanchal,

Escalation rules are used to escalate cases to another user or queue when a set period of time has passed without defined actions occurring.

A few things to consider before setting up an Escalation Rule

• Like most of the process automation options thus far; you’ll want to make sure you’re considering all possible options and have a full understanding of the business process.
• Define who (a user or a queue) should handle escalations.
• What email template will be used to notify the new record owner/queue when the record is escalated?  If the template hasn’t been created yet, you’ll want to create it before the Escalation Rule.
• Create the rules and evaluate them prior to activation.  I highly recommend using a sandbox to test the Assignment Rule before migrating it to a production environment.

Hi,

Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. You can create rule entries, which define criteria for escalating a case, and escalation actions, which define what happens when a case escalates.

When Salesforce applies an escalation rule to a case, it inspects the case and compares the case to the criteria in the rule entry. If the case matches the criteria defined in the rule entry, Salesforce runs the escalation actions.

Orgs typically use one escalation rule that consists of multiple rule entries. For example, your standard case escalation rule could have two entries: cases with Type set to Gold are escalated within two hours, and cases with Type set to Silver are escalated within eight hours.
From Setup, enter Escalation Rules in the Quick Find box, then select Escalation Rules.
Create the escalation rule.Click New and name the rule. Specify whether you want this rule to be the active escalation rule.You can have only one active escalation rule at a time.
Click Save.
On the Case Escalation Rules page, select the rule that you want to work with.The rule detail page is displayed.
Create the rule entries. Rule entries define the criteria used 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 affect when cases escalate
How escalation times are determined
Click Save.The Escalation Actions page is displayed.
Define the escalation actions. Escalation actions specify when the case escalates and what happens when the case escalates. You can add up to five actions for each rule entry to escalate the case over increasing periods 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.

Thanks