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What is escalation rule in Salesforce?
What is escalation rule in Salesforce?
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2 Replies
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Escalation actions specify when the case escalates and what happens when the case escalates. An escalation rule can reassign the case to another support agent (user) or support queue (queue). An escalation rule also can send notification emails to the new assignee, to the current case owner, and to other recipients.
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Case Escalation rule allows you to define automated actions when cases with specific criteria are open after a specified period of time. They can help you to identify when cases are not solved by a certain time.
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