Here in this Salesforce tutorial, we will learn how to set up a case escalation rule in Salesforce. Also, we will understand the steps of setting up a case escalation rule in Salesforce Lightning and the steps of setting up a case escalation rule in Salesforce Classic.
Setting up a case escalation rule in Salesforce, we first need to explain the criteria that can activate the escalation rule. It is a successful way to organize our support operations and we can also make sure that our customers receive timely support.
While working with an organization that uses Salesforce, I got a task where I needed to set up 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 set up a case escalation rule in Salesforce. If you want to learn how to set up 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:
- Set up a case escalation rule in Salesforce
- How to set up a case escalation rule in Salesforce Lightning
- How to set up a case escalation rule in Salesforce Classic
Set up a case escalation rule in Salesforce
In Salesforce the escalation rule helps us to spiral the records to the higher level of support team members when they met the definite conditions. It can also help to make sure that the cases of higher priority are addressed in a timely manner.
For setting up a case escalation rule in Salesforce, we first need to explain the criteria that can activate the escalation rule. The case escalation rule involves several factors such as the priority of the case, and it will also see how long the case will open and which type of issue is being reported.
Once we define the escalation rule we can also activate that rule by simply clicking on the activate button which can automatically detect all the cases. We can also adjust the escalation rule over time to make sure that they are working properly and also help and improving customer satisfaction.
Setting up an escalation rule is a successful way to organize our support operations and we can also make sure that our customers receive timely support.
In this way, we have learned about setting up a case escalation rule in Salesforce. Now, let’s move further and see how to set up a case escalation rule in Salesforce. We will explore both the salesforce experiences: Salesforce Lightning and Salesforce Classic.
How to set up a case escalation rule in Salesforce Lightning
Here we are setting up a case escalation rule in Salesforce Lightning. If you want to learn how to set up 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 auto-response rule object comes at the top. Click on the escalation rule. And these escalation rules are present under Feature Settings.
Step-3: After clicking on the escalation rule, the case escalation rule page is open. You can see that under the case escalation rule page, there is lots of rule that are already created. Click on one of the rules that you want to set up the rule entries.
Here we have selected the Custom Test Rule. Click on the Custom Test Rule.
Step-4: After clicking on the Custom Test rule, the Custom Test Rule page is open and you can see that the rule has no entries. We want to create these entries. For creating the entries click on the new button.
Step-5: After clicking on the new button. Now enter the rule entry and set the order in which this rule entry will be processed. The sort order you can provide in which order your entries are going to be evaluated and we will set it as 100.
After that, we select the criteria for this rule entry and select the criteria for this rule if its criteria are met. First select the field as Case: Closed and then select the operator as not equal to. For selecting the values click on the look-up icon.
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Step-6: After clicking on the lookup icon, the lookup page is open where we can select the picklist values for adding. Here we are clicking on the checkbox with the value True and then clicking on the insert selected button that is present at the bottom of the lookup page.
Step-7: After selecting the true option from the look-up page and click on the Insert button. The True value is filled up in the value field after that specify the business hours criteria for this escalation rule.
Here we are selecting the use business hour specified on the case option that only uses the business hours.
Step-8: Now we are specifying how escalation times are set. Here we are selecting the based on the last modification time option and then click on the save button.
Step-9: After clicking on the save button the rule entry for the custom test rule is created. Now we are creating an escalation action. For creating an escalation action click on the new button.
Step-10: After clicking on the new button, the escalation action edit page is open. Here we can edit our escalation rule. Firstly will specify the time criteria for this rule. Enter the age over the field as 5. After filling in the age over the field then choose one or more of the following actions.
Fill in the auto-reassign cases, for filling this auto-reassign cases field click on the lookup icon to select the users.
Step-11: After clicking on the lookup icon, the lookup page is open. Under this lookup page, there are lots of users. Select one of the users to auto-reassign the cases. Here we are selecting the user as Vaishali Ganotra.
Step-12: After selecting the user, the user is filled in the auto reassign cases field, and after that click on the save button that is present at the center of the Escalation Action Edit Page.
Step-13: After clicking on the save button, you can see that the rule entry and the escalation action of the custom test rule have been set up successfully.
In this way, we understand how to set up a case escalation rule in Salesforce Lightning. Let’s Proceed further and learn how to set up a case escalation rule in Salesforce Classic.
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How to set up a case escalation rule in Salesforce Classic
Here we are setting up a case escalation rule in Salesforce Classic. If you want to learn how to set up 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 auto-response rule object comes at the top. Click on the escalation rule. And these escalation rules are present under App Setup.
3: After clicking on the escalation rule, the case escalation rule page is open. You can see that under the case escalation rule page, there is lots of rule that are already created. Click on one of the rules that you want to set up the rule entries.
Here we have selected the Custom Test Rule. Click on the USA Custom Escalation Rule.
4: After clicking on the USA Custom Escalation rule, the USA Custom Escalation Rule page is open and you can see that the rule has no entries. We want to create these entries. For creating the entries click on the new button.
5: After clicking on the new button. Now enter the rule entry and set the order in which this rule entry will be processed. The sort order you can provide in which order your entries are going to be evaluated and we will set it as 10.
After that, we select the criteria for this rule entry and select the criteria for this rule if its criteria are met. First select the field as Case: Priority and then select the operator as equal to. For selecting the values click on the look-up icon.
6: After clicking on the lookup icon, the lookup page is open where we can select the picklist values for adding. Here we are clicking on the checkbox with the value High and then clicking on the insert selected button that is present at the bottom of the lookup page.
7: After selecting the true option from the look-up page and click on the Insert button. The High value is filled up in the value field after that specify the business hours criteria for this escalation rule.
Here we are selecting the use business hour specified on the case option that only uses the business hours.
Now we are specifying how escalation times are set. Here we are selecting the based on the last modification time option and then click on the save button.
8: After clicking on the save button the rule entry for the USA custom escalation rule is created. Now we are creating an escalation action. For creating an escalation action click on the new button.
9: After clicking on the new button, the escalation action edit page is open. Here we can edit our escalation rule. Firstly will specify the time criteria for this rule. Enter the age over the field as 5. After filling in the age over the field then choose one or more of the following actions.
Fill in the auto-reassign cases, for filling this auto-reassign cases field click on the lookup icon to select the users.
10: After clicking on the lookup icon, the lookup page is open. Under this lookup page, there are lots of users. Select one of the users to auto-reassign the cases. Here we are selecting the user as Integration User.
11: After selecting the user, the user is filling in the auto reassign cases field, and after that click on the save button that is present at the center of the Escalation Action Edit Page.
12:
So, with this, we have learned how to set up a case escalation rule in Salesforce Classic.
Conclusion:
Here we have learned about setting up a case escalation rule in Salesforce. We have also discussed how to set up a case escalation rule in Salesforce.
In this, we conclude that Setting up an escalation rule is a successful way to organize our support operations and we can also make sure that our customers receive timely support.
For setting up a case escalation rule in Salesforce, we first need to explain the criteria that can activate the escalation rule. The case escalation rule involves several factors such as the priority of the case, and it will also see how long the case will open and which type of issue is being reported.
Moreover, we have learned that both Salesforce Lightning, as well as Salesforce Classic, gives a simple and easy way to determine how to set up a case escalation rule in Salesforce.
In addition to this, the following are the topics that we have discussed in this blog:
- Set up a case escalation rule in Salesforce
- How to set up a case escalation rule in Salesforce Lightning
- How to set up a case escalation rule in Salesforce Classic
You may also like to read the following articles:
- Assignee does not have permission to view cases in Salesforce
- How to Create Case Escalation Rule in Salesforce
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