What is the use of Escalation Rules in Salesforce?

Hi,

Escalation rules are used to escalate cases automatically when they meet the criteria which are defined in rule entry. We create rule entries where criteria is defined to escalate a case.

Whenever an escalation rule is applied for a case, it checks whether the criteria met with the rule entry. If the case matches with the criteria in the rule entry, then the further escalation action is carried out.

Escalation action defines what should be done when a case matches with the rule entry. We can add up to five actions for each rule entry to escalate the case over time.