To Ensure Compliance With A Platinum Service Level Agreement Cases That Remain In The Tier 2
Based on the time of the last modification The escalation clock starts spinning when the case is changed. If Age Over is set at 5 hours, the case intensifies five hours after the last modification of the case. Suppose the case is established on Monday morning at 9 a.m. and an agent changes the case at 10 a.m. The case would escalate monday afternoon at 3 p.m., five hours after the change at 10 a.m. It would help if you stopped using acronyms or typed the words after. My company doesn`t use the service cloud, cases, or possibilities, so some acronyms are unknown. In addition to research and training, it should be clear. Maybe a glossary? Thanks only one suggestion: this field is obscured by default by field-level security. You don`t need to unmask it. 1.
based on case creation = Launch the watch from the moment the case is created 2. based on the created case and disable after the first modification = Launch the watch when the case is created, stop the watch if it is modified (for example. The representative reacts to the case, so he is no longer uns monitored – the fact that someone has changed his case would not affect #1) 3. based on the last change = Restart the watch every time the case is changed (similar #2 but not only for the first one) Please, can you explain to me with simple examples. I have a feeling that the rules of escalation are re-evaluated every time the case is changed. 1 – yes the clock only starts in opening hours 2- yes 3 – yes can be done according to rule 4 entry requirements- correctly, if it is configured this way Here is an SF documentation that helped me clarify 🙂 further How can I set up an additional escalation if the case is not resolved, for example.B. within 48 hours of the first escalation of the case. Do you want to unlock features that will help you learn for ADM-201 and help ExamTopics? I understand that the entries in the case scale are evaluated each time the case is changed. What if the case was not changed? What if the owner of the case ignored it? Is the escalation of cases triggered in another way? For example, I will create a new business. The country of the associated account is “US”, its SLA “Platinum”, and the case priority is “medium”. In this case, escalation actions related to the rule are #2, as this is the first rule in which the case meets the rule criteria: the case would worsen after 6 hours if the priority was always “means”, since the escalation criteria are met at this stage.
The entries of the case correction rule are evaluated each time the case is changed. If the case is changed to a rule that would have previously triggered an escalation, the case escalates as quickly as possible. The modification of related datasets used in the escalation rule criteria does not call for a reassessment of related cases. 1. Start the watch when the case is created, even if the time of case creation is out of the activity, if I choose based on the time of the creation of case 2. . . .