To set the case escalation rule

• Enable the Escalation Scheduler
• Set up Case Escalation Rule
• Create Rule Entry
• Define Escalation Action for the Rule Entry

Part 1 - Enable the Escalation Scheduler

The Escalation Scheduler should be enabled prior to creating the Case Escalation Rule.

1. Go to Setup[] > Automation > Case Escalation Rules.
2. In the Case Escalation Rules page, click Enable Escalation Scheduler.
   To disable Case Escalation Scheduler, click Disable Escalation Scheduler

Part 2 - Create Case Escalation Rule

1. Go to Setup[]  > Automation > Case Escalation Rules.
2. In the Case Escalation Rule Name page, click New Case Escalation Rule.
3. In the Create Case Escalation Rule Name page, enter the Case Escalation Rule Name.
   
4. Select the Active check box.
5. Click Save.
   

Note

• Activating any Rule, automatically deactivates the existing active Rule
• After creating case escalation rule, you need to create the rule entry.

Part 3 - Create Rule Entry

1. Go to Setup[] > Automation > Case Escalation Rules.
2. In the
   
   Case Escalation Rule Name page, select the case escalation rule name from the list.
   
   • Click Rename or Del link to rename or delete the corresponding rule respectively.
3. Click Create Rule Entry.
4. In the Rule Entry page, specify the criteria for the rule.
5. Select your organization's Business Hours . Note, that you should have already defined the business hours. See Also Business Hours
   
6. Select the option from the list based on which the Escalation Time is set.
7. Click Save.
   

Note

• Once the Rule Entries are created, you can click Reorder and specify the escalation order of the rules.