「escalation-rules」の検索結果

Configure and troubleshoot Salesforce Case Escalation Rules: time-based escalation entries, business hours configuration, escalation actions (email alerts and reassignment), and diagnosing why cases are not escalating. Covers the EscalationRules metadata shape, businessHoursSource and escalationStartTime semantics, staged escalationAction thresholds, deploy-inactive parallel-run cutover, and monitoring escalated cases. Trigger keywords: escalation rule, case not escalating, SLA breach notification, escalate after X hours, reassign case automatically, IsEscalated. NOT for SLA milestone timers — use admin/entitlements-and-milestones. NOT for case routing on creation — use admin/assignment-rules. NOT for the calendar itself — use admin/business-hours-and-holidays.

日本語の概要は準備中です。原文の説明を表示しています。

Use this skill when creating, deploying, or troubleshooting Salesforce Business Hours and Holidays: the calendars that pause Case escalation rules, entitlement milestones, and Apex BusinessHours math outside working hours. Covers the BusinessHoursSettings metadata, the default calendar, per-region calendars, holiday attachment, the Case Business Hours field, and the BusinessHours Apex class. Trigger keywords: business hours, holidays, SLA clock, escalation not pausing, working hours, support hours, milestone timer weekend. NOT for the escalation rule entries themselves — use admin/escalation-rules. NOT for entitlement process design — use admin/entitlements-and-milestones. NOT for Field Service operating hours or shift scheduling — use admin/fsl-scheduling-setup.

日本語の概要は準備中です。原文の説明を表示しています。

Open, classify, and escalate support cases with Salesforce Technical Support via the Help portal: choosing severity, engaging Premier Success, the Escalate to Technical Support Management path, tracking incidents on the Trust site. NOT for escalating your own org's cases after N hours - use admin/escalation-rules. NOT for SLA milestone timers and entitlement processes - use admin/entitlements-and-milestones.

日本語の概要は準備中です。原文の説明を表示しています。

Use this skill to design, configure, and troubleshoot Salesforce Entitlement Management on Cases: entitlement processes, milestone definitions, recurrence types, milestone actions (success/warning/violation), business hours assignment, and entitlement templates. Covers the deployable EntitlementProcess / MilestoneType / EntitlementTemplate / EntitlementSettings metadata, signed timeLength time triggers, recurrenceType semantics, process versioning, and how a milestone actually completes. Trigger keywords: entitlement process, milestone, SLA timer, milestone tracker, first response SLA, time trigger, recursChained, CaseMilestone, EntitlementId, SlaProcess, stopped clock. NOT for SLA milestones on Field Service work orders — use admin/fsl-sla-configuration-requirements. NOT for time-based case escalation rules — use admin/escalation-rules. NOT for the business-hours calendar itself — use admin/business-hours-and-holidays.

日本語の概要は準備中です。原文の説明を表示しています。

Configuring Salesforce case management: case queues, assignment rules, escalation rules, auto-response rules, Email-to-Case, Web-to-Case, case teams, entitlements, and milestones. Use when setting up or troubleshooting the Service Cloud case handling layer. Trigger keywords: email-to-case, web-to-case, escalation rules, case teams, entitlements, milestones, auto-response, case queue. NOT for Standard vs On-Demand Email-to-Case and routing-address setup — use admin/email-to-case-configuration. NOT for routing case work items to agents — use admin/omni-channel-routing-setup.

日本語の概要は準備中です。原文の説明を表示しています。