The next concept that we're going to talk about in case management is case escalation rules.
In the previous lecture we understood about case assignment rules.
So what does case assignment rules gives assignment rules as a concept good enough.
Whenever a case gets created it automatically gets assigned to the appropriate user or appropriate kill
based on the criteria that we define.
So that was case assigned mentors.
And when it gets fired when a case gets created.
Right now we are going to talk about case escalation rules meaning the case is not created.
Yes but what about the case is it was sold off mark.
So when it takes time for a particular case and if it is an unresolved status for a certain hours then
these guys escalation rules will fire.
So basically escalating the cases to an appropriate use it or kill depending upon the time period that
we set.
By doing so we can ensure that no case remains unresolved and all the cases are handled efficiently
in the system.
This concept is called Best case escalation rules.
Now let's go to our develop rather than understand how to configure and use this case escalation tools.
We are not a deliberate we should not.
And before we go ahead and gone for good over case escalation rules I would like to show you a couple
of complements I have created already.
One is about the field that I created and the account object.
So in the accounts object I have created a new field and that is called US support plan.
And as you can see here it is a big list and it has a few values out here.
Basic premium priority.
All right so this is a custom field that I have created and the icons object and the other component
that I created this cues that you can see under manage use us cuz I've created a QR code less priority
queue.
All right.
There is only one user out here and that does me.
So this is a queue that I've created perfect.
Now what failing to do is we are going to create chaos escalation rules.
So go to set up look for escalation tools guess escalation rules and there you see us as we do not have
any case escalation rules.
So let me create a new one given the Holy Name have given the rule name a support gays escalation and
have made it active and a similar assignment rules out a given point of time that can be only one case
escalation tool that can be active in this system you can create many yes but are a given point of time
only one can be active in the system so support gaze escalation yes.
Now let's go ahead and add other rule entries.
Only if you follow this case escalation rules you can see that the V configured that it is pretty similar
to our assignment rules right.
The flow of creating and configuring This is pretty similar to what we had no assignment rules.
All right.
And now let's create the rule entries click on new
and here again we need to given this art order the importance of sadhana is that if you get in that
order off execution and defining criteria.
So let me say that the icon status.
Let me choose icon status plan.
Sorry the support plan.
That equals priority.
So a null if you are wondering like what this field is all about.
This is the concept that even in real time like we face in many places say for example like when.
They all flutter of and some products offer membership but they offer multiple kinds of membership.
But the basic plan the advanced plan or the premium plan.
They have variety of membership plans and they say the basic plan comes with these these features.
Then the premium plan comes with these many features and the priorities the is the best plan that they
may have of it.
So many features right.
Many products they offer different plants so similarly here we have created a custom field called a
support plan that stores actually like what kind of support that would be geared for that particular
account.
I'll Rachel there are many call so that we do business with and the support plan or default may differ
from icon block OK.
All right.
And that support plan we are storing it in a field called us luck support plan field.
And that equals priority.
All right so meaning that it is a priority account.
All right.
So priority icon we can say that the case needs to be notified.
Now if it is not resolved by 24 hours.
All right.
Or maybe even less like ten hours two hours three hours depending upon how your business model is because
it is a priority account in that case needs to be resolved within a certain period of time.
All right.
So this is the business requirement that we are working with.
So the concept or plan I'm saying equals priority.
That is what priority accounts.
And next let's talk about this business hours so business hours we can define business hours we can
define many different business hours in our system and then business hours we can have it as a criteria
here so we can say ignore the business hours or we can say use the business hours specified on the case
while creating a case we can specify which business hours to pick.
So that will be used to basically accordingly for calculating the time period.
Oh you again said to you on business hours specificly let me say a U.S. business hours specified on
the case and while creating a case I will also see like how to set up a business hours.
All right.
For the time being I'm choosing this option and specify how escalation times are set.
Yeah.
So this is when we say that the three hours are the 10 hours like whatever time period that we set in
whether it is either from the time the case is created or it is when the time the case is created.
And it was first modified and then disabled or maybe that time period should be calculated from that
he asked a modification time.
All right so then he saved for his last modification time.
It means a business requirement is such that if the case is not updated after four hours then escalate
in that scenario.
We have to do the third option in this option.
If the case is not that a solid after 10 hours then escalate.
All right so it depends upon the business scenario you have to choose the options accordingly.
So he had let me go with the cases create it save full effect so over a first rule entry is defined
for this particular escalation.
So we have defined our rule entry.
Similarly we can create multiple rule entries out here.
All right and if you follow the sort of Buffett now that we have created another rule entry.
What does the next step.
All right.
So when we create a case for this particular account and that does support plan equals priority then
what has to happen so that we need to define it in other escalation actions.
So for every rule entry you know escalation rule we need to define escalation actions.
So let me create my escalation action here for that rule entry first do we need to specify the time
criteria.
So after how many hours this escalation rule should fire.
All right.
This particular criteria should be checked.
Let me say as this is for priority accounts let me say for after 10 hours.
All right.
And then what are all the actions that you want to take place.
The first option is auto reassigned cases.
So in this scenario what would happen is that case would be automatically reassigned to this particular
user.
Are you worried here also you have the option of us reassigning to a specific use it or reassigning
to a specific so this may be possible like you know in scenarios where you could you have specifically
like priority queues you know of it and there is a team of people who works on priority cases.
All right so you get assigned to that queue and for this purpose specifically I created that priority
queue so let me assign that priority queue here and then you can also have a notification template.
Yes of course you have to have a notification template which specifically says that this is a priority
case and this has been reassigned to the team.
All right.
But right now we do not have any templates but very much how to create email templates how to use them
we have discussed in detail you never run basic admin course so please check it out and you can create
email templates accordingly and you can attach them here.
That option is very much here.
And then notify user and if you want to specifically notify a user.
Yeah maybe you know you need to specify you need to notify the manager or the director like whoever.
All right if you want to notify some user you have that option here again and you want to notify the
case owner.
Yeah.
You want to notify the case owner.
So these are all the various options that are available out here.
And if you have any additional emails that you need to work you know you like to notify.
Yeah.
You can add them as well.
Here and here like I've given notification templates.
So let me just why before finishing it let me add appropriate notification templates and notify the
user.
Okay.
All right so given the values accordingly and once they are done giving all the values click on Save
all right.
So you have defined your escalation actions as what awesome so what we have done now we have created
our case escalation Drew.
And in that we have one rule entry and in that dual Landry we have defined our escalation actions.
So this is all that we have done.
All right.
We have created that only we have created a rule entry and we have defined all our escalation actions
and we have activated the full effect.
So it is time to test it out and before testing this out I would like to show you that how I configured
these business hours so go to set up go for business hours.
There right you can create in your business hours.
All right.
So click on new business hours and then you can define your order of business hours accordingly.
The main concept of having these business hours is like when a case gets created within a specific period
of time.
Only then like you know you want the deal you want only those time to be considered.
What do you have specific business hours and new clues to counter those business hours.
So the gaze escalation rules also they will follow these business hours.
So when you say four hours if we follow these business hours accordingly.
All right.
So here you can define like
a specific business time.
All you can say your company business hours.
All right you can do that and then choose the time.
So choose the time.
Let me say
Eastern Time.
OK and then he had also you can choose the hours.
Say for example Sunday.
All right.
Sunday like if it is not a working day.
You can take it off on Saturday if it is not a working day you can remove it.
And then if you are specific about some business hours on some days you can define business hours accordingly.
All right.
These are just sample data that I'm showing you.
And that divorce again from company to company.
So I'm just defined like this accordingly.
So I have created business hours I've made it active.
And then I have defined the hours for all the days.
All right.
So everything is done click on save.
So you have defined the business hours for your organization specifically and these business hours you
can use it while you're creating cases and you can have multiple business hours as well.
Because if the company is spread across multiple locations with the different time zones you can have
different time zones us.
So now let's go to cases let's create a new case and here.
OK.
So dot com does every day not set the accounts up or plan.
Sorry about that we'll go to your calls and then choose any account.
Say for example this particular icon.
All right.
And let's choose the support plan of this icon.
So let me say the support plan is priority because that all end that we have created is for priority.
So I'm just going to test it out here okay.
And now let's go back to cases.
Let me create a new case.
Let me choose the account as the same account
OK and then I type.
All right.
Okay
give appropriate subject and description.
This is just a sample data that I'm giving here.
Save OK the case is now successfully created.
So now Ideally what should happen because this case is created now and we already have an escalation
brewing place which says that after 10 hours the case is created.
Then the escalation actions should happen.
All right.
So that is all we have configured that so far for monitoring all those actions what you can do is go
to set up go for the escalation monitor case escalations just click on Search Yeah.
So do you see that here.
So you see that that is an escalation tool that has been fired and the escalation action a stand out
war zone as Udall minutes and when this will happen it will happen after 10 or after 10 hours.
All right.
And after 10 hours is this particular date and time so after Daniels if you see then all those gays
escalation rules that we get fired and then the e-mail would get sent.
Based on the e-mail notification template the owner would be notified all that gives escalation actions
that we have defined all those actions will be triggered.
All right.
But within that period of time if the case is as a sword then in this case the escalation rule entry
here whatever we see here this will go off.
This will be removed.
All right.
So this is all the whole concept of gays escalation works.
So you define the rule and then within the rule you have multiple rule entries.
You also have a sort order and for every rule entry you can define escalation actions here.
We have defined only one voluntary similarly you can also create multiple rule entries you can add actions
to that.
All right.
And then you can give that time period of time say for example we have here we have defined it as 10
hours entirely.
You can just have it to one hour and after one hour you can check if all the escalation actions if they
have to go to appropriately.
All right.
So the whole concept of escalation rules is for escalating a case that is remaining unresolved in the
system.
So by having these escalation rules in place we can be sure that no case remains unresolved for a longer
period of time.
Thereby we can efficiently manage over support cases in the system so customer customers happy.
Obviously if are happy and the business is happy.
All right.
So this is the whole concept of having escalation doubled since this force.