Case escalation rules
Key Takeaway
You can have only one active escalation rule at a time, so orgs typically use one rule with multiple rule entries. Salesforce stops at the first rule entry that matches the case, so put specific rule entries before generic ones.
Escalation rules automatically escalate cases that stay open too long. You define which cases a rule applies to and how many hours they can stay unclosed. When that time passes, Salesforce can reassign the case to another user or queue and send notification emails, so nobody has to track case age by hand.
The two parts of an escalation rule
An escalation rule has two parts. Rule entries define the criteria a case must meet to escalate. Escalation actions define when the case escalates and what happens when it does.