How to automate case escalation using Escalation Rules in Service Cloud
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Setting up case escalations in Service Cloud may seem a daunting task especially when moving from Desk to Service Cloud, but it’s actually not. Once we know how Desk and Service Cloud work differently when it comes to case escalation, it is easy to set our escalation process just the way we have it in Desk!
The good news is that Service Cloud offers a Rule Type called Escalation rules as an out-of-the-box component so we no longer need to worry about creating them under Workflow rules or Process builders.
If you are trying to build a replica of your current Desk rules to escalate cases, you may need to revise your escalation process so you can still get the same workflow in Service cloud but with using escalation rules.
Since Desk is a relatively straightforward setup, your rule may look something like this:
In Service cloud, you can do more than just creating these rules. Service cloud gives you the independence to separate assignment rules from Escalation rules. Here’s a few tips to get started on automating case escalations.
Queues - Queues are what we call groups in Desk. A queue is a group of users that can get assigned a case if they belong the Queue the case was assigned to. You can learn how to create Queues here: https://help.salesforce.com/articleView?id=setting_up_queues.htm&type=5
Case Assignment rules - These are similar to rules we have in Desk but they are meant specifically for Case assignment in Service Cloud. Case assignment rules help you assign cases to Queues if they qualify the evaluation criteria. A typical Case Assignment rule in Service Cloud would look like this:
3. Case Escalation rules - Escalation rules are more like time rules or rules built around SLAs in Desk. An escalation rule is used when a case is open for longer than the SLA time that has been setup or they can also be used to work on cases belonging to any account in need of some extra attention. Case escalation rules are similar to assignment rules but they have an additional field to enter number of hours after which the case needs to be escalated. Here’s a screenshot of a Case escalation action:
You can see that the case escalation action in the screenshot above also enables us to send notifications when cases are escalated as well a field for specifying the time criteria.
From a Desk to Service Cloud perspective, it is recommended that all three components of Case escalations should be used to create a replica or design a new workflow that is still parallel to the rules you have in Desk.