Auto-assign cases to you, and from Notification Template, click the lookup icon to pick any template.You can set up escalation actions in 30-minute increments by selecting 30 from the minutes dropdown. Remember, we want cases Closed after 5 hours. Here, 5 is the number of hours at which cases escalate when they have a status of New. Click Save, then New to add an escalation action.Set that escalation times are based on when cases are created.
Set business hours to your organization’s default 24/7 support.Similar to other rules, you can determine automatic case escalation based on fields from records other than cases. For entry criteria, select Case: Status equals New.When a customer issue comes in and is converted to a case, it’s assigned based on the first entry it matches. In the real world, you’d create one escalation rule with many different entries, which are processed in chronological order. In Sort Order, type 1 so that the entry we add is processed first.Here’s where we add the details that determine when the case gets escalated. Select the rule you just created, and click New to add a rule entry.Activating a rule deactivates any existing active rules. Type Gold Support, then click Activate and Save.From Service Setup, enter Escalation Rules in the Quick Find box, then select Escalation Rules.She can change Business Hours later from Company Settings in Service Setup. For case escalation, she uses her org’s default business hours, which simply means the service team is available 24-hours a day, 7 days a week. Just like assignment rules, Maria can use escalation rules to specify criteria that automatically triggers an action on a case. A lingering customer case can ruin a big deal or tarnish Ursa Major Solar’s brand. When planning case management with the service team, Maria learns that certain cases must escalate to the right person within 5 hours. Now any cases about installation issues are automatically assigned. When you activate an assignment rule, it disables any other assignment rules in your organization, so make sure that your active rule includes all of the assignment entries that your support team needs. Click Edit to mark the rule as Active, then click Save.
Here’s where we add the little details that determine case assignment. Select the rule you just created, and next to Rule Entries, click New.Type Solar Panel Installation and click Save.From Service Setup, enter Case Assignment Rules in the Quick Find box, then select Case Assignment Rules.Since some support agents at Ursa Major Solar work on solar panel installation, she creates an assignment rule so that any case with a reason that includes “installation” is automatically assigned to them. While planning for case automation, Maria learns that she can assign incoming cases to one person, groups of people, or even queues. Here’s the queue, which is empty at this time.From the View list, choose Platinum Support.Now that the queue is created, let’s check it out as if we were support agents. Add members, including yourself, to the queue and click Save.Otherwise, type an email address to notify a person or persons with the email address when each new case arrives. If you want the support agents included in the queue to receive an email when a new case arrives, leave Queue Email blank.Type a Label and Name for the queue, such as Platinum Support.From Service Setup, enter Queues in the Quick Find box, then select Queues.Click the setup gear icon and select Service Setup.To help these agents find and work off this list of cases from high-priority customers, Maria creates a queue. These cases are from customers who pay extra for the best service. Based on Maria’s case automation planning, she knows that the Platinum Support team shares a workload of incoming cases.
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