A Service Cloud administrator at an enterprise cybersecurity hardware firm is investigating why high-priority support cases fail to escalate to the Tier-2 Support queue within the required 4-hour Service Level Agreement (SLA). The administrator verifies that the active Escalation Rule entry criteria correctly identify open, high-priority cases and that the escalation action is set to reassign ownership after 4 hours. However, support agents regularly edit field values and append internal notes during their initial review, which prevents the escalation action from executing at the expected 4-hour mark after case creation. What configuration change should the administrator make to ensure cases escalate 4 hours after initial creation?
- Update the Escalation Rule entry setting to calculate case age based on case creation date rather than last modified date.Cevap
- BReorder the system rule hierarchy to place Escalation Rules before Case Assignment Rules in the order of execution.
- CConfigure an active Case Auto-Response Rule entry to lock the case modified timestamp whenever internal updates occur.
- DCreate a before-save Record-Triggered Flow to bypass Escalation Rules and evaluate case modified timestamps synchronously.
Cevap
Update the Escalation Rule entry setting to calculate case age based on case creation date rather than last modified date.
The correct option addresses the root cause of the SLA failure. In Salesforce Case Escalation Rules, 'How age is calculated' can be based on Case Creation Date, Last Modified Date, or a custom Date/Time field. If set to Last Modified Date, frequent edits by agents continually reset the escalation timer, preventing the 4-hour threshold from ever being reached. Setting it to Case Creation Date ensures uninterrupted tracking from initial case entry.
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Escalation Rule Age Calculation Settings
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