Your organization may have a process for escalating cases that remain open beyond a
specified period of time. To automate the process of escalating cases, create an escalation rule
that specifies what actions to take when cases are not resolved within a designated length of
time.
Required Editions
To get started with escalation rules,
consider these questions.
- Determine the business hours. Do you have multiple support centers in multiple locations
and time zones? Are your support centers available 24/7? Do you have different support
hours for different days of the week?
- Document your escalation process. Do you notify certain support representatives when
cases get escalated? How old does a case need to be before it is escalated? What case
attributes determine if and when it should be escalated?
- Decide what escalation actions to take. Do you send an email when a case is escalated?
Do you notify the case owner when cases are escalated?
