I`m not clear with « Changing an ALS from « Gold » to « Platinum » will not re-evaluate the escalation rules of account-related cases. However, if the case is changed after the account update, the rules will be reassessed taking into account the updated account data. Can you please clarify? Case case rules are used to reassign individuals and notify them as an option if an application is not closed within a specified time frame. Therefore, if you only updated the account (even if it would change the climbing criteria), it would not bring down the climbing rule on the case. (You should update the case yourself) How can I set up an additional escalation if the case is not resolved, say within the next 48 hours, after the case has escalated for the first time. It would help if you stop using acronyms, or enter the words afterwards. My company does not use cloud service, cases or possibilities, so some acronyms are not familiar. In addition to research and training, it should be clear. Maybe a glossary? With a single proposal For example, I will create a new case. The country in the assigned account is « US, » its ALS « Platinum, » and the case priority is « Medium. » In this case, the escalation actions associated with the rule #2 are performed, as this is the first rule for which the application complies with the rules criteria: the caseration rules are evaluated with each change to the request. If the case is changed into a rule that would have triggered an escalation, the case escalates as quickly as possible. Ensure that customer support meets the team`s compliance with customer service agreements (authorizations and milestones expand Service Cloud`s ability to impose SLAs, but are not addressed in this manual). The case would get worse after 6 hours if the priority was still « medium », since the climbing criteria were met at that time.
Do you want to unlock features that will help you study for ADM-201 and support ExamTopics? Based on the last time of change The climbing clock begins to rotate when the query is changed. If Age Over is set at 5 a.m., the case escalates five hours after the last change of the case. Suppose the matter is done Monday morning at 9:00 a.m. and an officer changes the matter at 10 a.m. The case would escalate Monday afternoon at 3 p.m., five hours after the change at 10 a.m. « Ensure that the customer support team is satisfied, respects customer service level agreements, » John met twice. 1. Based on case creation – start the watch from the moment the request is created 2. based on the case created and disabled after the first change – start the watch when the request is created, stop the watch when it is changed (example.B. Case rep responds to the case, therefore, it is no longer unattended – the fact that someone would not change the request #1) 3.
Based on the last change – start the watch every time the case is changed (similar to #2, but for each change, not just the first) Can you explain me by simple examples.