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What is meant by escalation rule in Salesforce?
What is meant by escalation rule in Salesforce?
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2 Replies
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An escalation rule automatically reroutes a case and can notify a user if the case remains open after a certain period of time has passed. With an escalation rule, you can:
Choose to escalate a case to a queue or to another user.
Configure the rule to automatically notify a user. -
An escalation rule automatically reroutes a case and can notify a user if the case remains open after a certain period of time has passed.
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