Qus:    What are the Escalation rules?
Feb 24, 2021 11:15 1 Answers Views: 546 DILEEP
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LALITH Feb 25, 2021 09:12
Answer:   Create case escalation rules to escalate cases automatically if they are not resolved within a certain period of time.
Typically, your organization will have one escalation rule that consists of multiple entries which specify exactly how the cases are escalated. For example, your standard case escalation rule could have two entries: Cases with Type set to Gold are escalated within two hours, and cases with Type set to Silver are escalated within eight hours.

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