Salesforce Features
Advanced Case Escalation
Service organizations using Salesforce Service and Support depend
heavily on case escalation rules to ensure customer service levels are
met. With the Summer ’05 release, Service and Support provides advanced
settings to meet the needs of more sophisticated customer service and
support environments. Prior to Summer ’05, all case escalations were
based on the time the case was created in Salesforce, and all
escalation actions were active until a case was “closed.” With the
Summer ’05 release, there are two additional options for setting
escalations.
This feature is available in professional, enterprise, and unlimited edition.
Application Quick Links
Feature Details
- Based on Last Modified Time: Companies will now be able to reset escalation times based on the last modified time of the case, every time the case is updated. This allows companies to reflect service level commitments that require a response within a set amount of time from the last interaction on a case.
- Disabled After “First Touch”: Some companies have service commitments that require customer issues to be “acknowledged” or “touched” in a timely manner. In such situations, an escalation is required only if the case is not touched within the specified amount of time. Supportforce allows companies to set escalations that expire automatically as soon as the case is first modified.
3 Comments
February 1
What incase escalations are needed base don Case Complexity... I dint see any option that Level-1 reps could escalate the case to Level-2 incase the case is too complex to be solved by Level-1 Personal
March 14
Hi Vibhor,
I was looking for something very close to what you have mentioned up there.
Do let me know if you find Luck.
Mail to me at ashish.ranjan@theikos.com
Rgds
Ashish
May 3
Is there a way to change where the modified date is pulled from? We do not regularly update the top portion of the case, we update the ticket by adding comments. how do I get this to trigger a modification?