Activity Forums Salesforce® Discussions In what situations a case could be escalated?

  • Surbhi

    June 2, 2016 at 7:38 am

    Hi Himanshu,

    A case can be escalated automatically if they are not resolved within a certain period of time. Or imagine a support process, there will be customer reps --> managers --> Senior mangers etc. If a rep cannot solve your issue, case should go to manager and if he cannot solve it, should go to senior manager etc...


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