LEARN. PRACTICE. GROW.Concept and mechanism
A case can enter the system without yet having the correct owner or timing treatment. Queues organize shared work; assignment rules select ownership; auto-response communicates receipt; escalation responds to unresolved work after a defined interval. These effects complement each other, but an email does not establish that the others happened.
Guided application
Write routing criteria from specific to general when entries can overlap. The first match is decisive. Only one case assignment rule is active at a time, so a change requires consolidating logic and validating normal cases and exceptions. For escalation, confirm the business-hours basis, owners, and behavior outside working hours. Build an example table containing priority, source, arrival time, and expected outcome. Include a case matching two criteria, another without a specific match, and one created near the end of business hours. That selection exposes problems a test using only a normal request would miss. The handover should explain the general entry, destination queue, escalation owner, and temporary way to track failures. Operators need evidence for each distinct effect.
During daily closing, a critical case receives immediate acknowledgment but stays in the general queue. The first rule entry accepts every request. The team corrects ordering, tests critical and noncritical requests, and checks escalation separately. Until the change is validated, authorized manual triage tracks deadlines and records decisions.
Common pitfalls
Do not share a generic login to replace queue membership. Do not assume the name Urgent creates timed behavior. A message promising a deadline does not configure the calendar or escalation recipients.
Related topics: Effective access and user lifecycle · Data model and Lightning experience · Leads, campaigns, and commercial follow-up
For each case, establish who owns the work, what was communicated, and how timing is controlled.
Reference: Manage Cases · Platform Administrator guide Summer 25