How to Create Case Escalation Rule in Salesforce

In this Salesforce tutorial, we will learn how to create a case escalation rule in Salesforce. Also, we will understand the steps of creating a case escalation rule in Salesforce Lightning and the steps of creating a case escalation rule in Salesforce Classic.

While working with an organization that uses Salesforce, I got a task where I needed to create a case escalation rule in Salesforce. To fulfill this requirement I use the Escalation Rules object that is present under the Feature settings under the Service.

So after looking at the multiple solutions, I found a solution that helped me to create a case escalation rule in Salesforce. If you want to learn how to create a case escalation rule in Salesforce Lightning as well as Salesforce Classic, you have come to the right place.

The following are the topics that we will cover in this salesforce tutorial:

• Case escalation rule in Salesforce
• How to create a case escalation rule in Salesforce Lightning
• How to create a case escalation rule in Salesforce Classic

Case escalation rule in Salesforce

In Salesforce case escalation is a process that automatically sends a case to suitable persons or team members when they meet the definite criteria. This makes sure that the case is held up on time and in a sufficient way, and the user receives the proper level of service based on the difficulties of their issues.

When the case is created or updated, the system calculates the cases as opposed to the escalation rule that is defined in the org. The criteria that are defined in the rule meet then the salesforce can take a few actions related to this, like informing the particular user or also escalating the case to a higher level of support.

There are several criteria that can activate the case escalation rule in Salesforce are:

The case has been open for a particular amount of time with resolution. It has not been updated in a particular amount of time and it has also a definite priority level this case can be linked to a particular product or service and it can also be liked by a particular customer or account.

The case escalation rule also makes sure that the cases are controlled in a timely and efficient manner in Salesforce.

In this way, we have learned about creating a case escalation rule in Salesforce. Now, let’s move further and see how to create a case escalation rule in Salesforce. We will explore both the salesforce experiences: Salesforce Lightning and Salesforce Classic.

How to create a case escalation rule in Salesforce Lightning

Here we are creating a case escalation rule in Salesforce Lightning. If you want to learn how to create a case escalation rule in salesforce lightning follow these steps:

Step-1:  Login into your Salesforce lightning account, Go to the gear icon. Under the gear icon, there are two options present first one is Setup and another one is Service Setup. Here we are clicking on the Setup option.

Step-2: After clicking on the setup, the setup page is open. Enter an Escalation rule in the Quick Find Box and the case Escalation Rules object comes at the top. Click on the Escalation rule. And these case Escalation rules are present under Feature Settings.

Step-3: After clicking on the Escalation rule, the case escalation rules page is open which can automatically determine when cases should be escalated and what action to take. Here we want to create a case escalation rule

For creating the case escalation rules there is a new button, click on the new button.

Step-4: After clicking on the new button, the new case auto-response rule page is open. Here we first fill in the rule name field and we are giving the rule name as USA Custom Escalation rule. After giving the name to the rule, now click the active checkbox.

If we don’t click on the active checkbox the case escalation cannot work. So make sure that you check the active checkbox. After that click on the save button that is present at the bottom of the case escalation rule page.

Step-5: After filling in the complete information related to the case escalation rule. The USA custom escalation rule is created and it can be shown under the New button.

We can also rename and delete this case auto-response rule by simply clicking on the rename and delete button. Click on the USA Custom Escalation Rule.

Step-6: After clicking on the USA Custom Escalation Rule, the USA Custom Escalation Rule page is open. Here we can see the rule detail of the Case escalation rule. So with this, our USA Custom Escalation Rule is created successfully.

In this way, we understand how to create a case escalation rule in Salesforce Lightning. Let’s Proceed further and learn how to create a case escalation rule in Salesforce Classic.

Read How to Setup Case Escalation Rule in Salesforce

How to create a case escalation rule in Salesforce Classic

Here we are creating a case escalation rule in Salesforce Classic. If you want to learn how to create a case escalation rule in Salesforce Classic follow these steps:

1: First log in to the Salesforce account, when we log in to the account the Salesforce lightning edition is open. Moving to Salesforce Classic, click on the Profile picture. The Profile picture drop-down list is open. Under this profile picture list, there is an option to switch to Salesforce Classic. Click on it.

After clicking on the switch to Salesforce Classic option, click on the drop-down arrow of the username. The drop-down list is open, under this list Setup option is present below the My Profile option. Click on the Setup.

2:After clicking on the setup, the setup page is open. Enter an Escalation rule in the Quick Find Box and the case Escalation Rules object comes at the top. Click on the Escalation rule. And these case Escalation rules are present under APP Setup.

3: After clicking on the Escalation rule, the case escalation rules page is open which can automatically determine when cases should be escalated and what action to take. Here we want to create a case escalation rule

For creating the case escalation rules there is a new button, click on the new button.

4: After clicking on the new button, the new case auto-response rule page is open. Here we first fill in the rule name field and we are giving the rule name as Custom Test rule. After giving the name to the rule, now click the active checkbox.

If we don’t click on the active checkbox the case escalation cannot work. So make sure that you check the active checkbox. After that click on the save button that is present at the bottom of the case escalation rule page.

5: After filling in the complete information related to the case escalation rule. The Custom Test rule is created and it can be shown under the New button.

We can also rename and delete this case auto-response rule by simply clicking on the rename and delete button. Click on the USA Custom Escalation Rule.

6: After clicking on the Custom Test Rule, the Custom Test Rule page is open. Here we can see the rule detail of the Case escalation rule. So with this, our USA Custom Escalation Rule is created successfully.

So, with this, we have learned how to create a case escalation rule in Salesforce Classic.

Conclusion:

Here we have learned about creating a case escalation rule in Salesforce. We have also discussed how to create a case escalation rule in Salesforce.

In this, we conclude that the case escalation rule is a process that automatically sends a case to suitable persons or team members when they meet the definite criteria. The case has been open for a particular amount of time with resolution. It has not been updated in a particular amount of time.

Moreover, we have learned that both Salesforce Lightning, as well as Salesforce Classic, gives a simple and easy way to determine how to create a case escalation rule in Salesforce.

In addition to this, the following are the topics that we have discussed in this blog:

• Case escalation rule in Salesforce
• How to create a case escalation rule in Salesforce Lightning
• How to create a case escalation rule in Salesforce Classic

You may also like to read the following articles:

• How to Generate Web-to-Case HTML in Salesforce
• How to Create Web-to-Case in Salesforce
• How to Set up Case Auto-Response Rule in Salesforce