---
schema_version: "1"
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title: Planning for Escalation Rules
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/rules_escalation_best_practices.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.rules_escalation_best_practices.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ea3e32179fc26044ec3a83bee3bba74e6855e9e488a246deacbd61b97becb043
description: 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.
products:
  - Service Cloud
release: "264"
---
# Planning for Escalation Rules

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

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?