Tag: Escalation Rules in Salesforce

IsEscalated(Escalated) field in Salesforce: IsEscalated field is used as part of Escalation Rules. When the Case is escalated by the Escalation Rule, it will display the Escalation icon and set ....

1. Create Escalation rule. 2. Create a rule entry with Case Closed equals to false.  3. Create an Action to escalate at 120 hours i.e 5 days.

1. Create Business Hours. 2. Create an Escalation Rule. Make sure it as active. 3. Create Rule Entries. 4. In the Rule Entry, make sure Business Hours Settings is defined.