Activity Forums Salesforce® Discussions How to set up the escalation rules?

  • Surbhi

    Member
    June 1, 2016 at 10:29 am

    Hi Himanshu,

    Please follow the below steps:

    Setup > Enter Escalation Rules in the Quick Find box > Select Escalation Rules
    Then choose new, and give the rule a name. Specify whether you want this to be the active escalation rule. Click Save.
    To create the rule entries, click New. For each entry, you can specify the following:

    Order, Criteria, Specify business hours criteria, Specify how escalation times are set. Then click Save.

    Click New to add an escalation action. You can specify the following:

    Age Over, Assign To, Notification Template, Notify this user, Notify Case Owner, Notification Template, Additional Emails.

    Thanks

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