In service cloud v2, how can we auto-escalate the cases and auto assign it to manager?

[AnujaS]

In service cloud v2, how can we auto-escalate the cases once the SLA is breached and once the case is escalated how it can be auto-assigned to manager of the case processor? I tried it using autoflow but with autoflows I am just able to send the notification or email. How can I update the 'Assigned to' field of escalated case to the manager?

[Simon1982]

Hi @AnujaS,

you could achieve this using scheduled autoflow I think. With this you can update fields. Would look something like this: 

KR,

Simon

[AnujaS]

Hi @Simon1982,

Where can I find scheduled autoflow in service cloud v2. Right now I can see only autoflow in the tenant where there is only option to send notification and mail. There is no field update option.

Thanks,

Anuja

[Simon1982]

@AnujaS, it's behind the + icon when you create the autoflow. If it's not there you should ask SAP to activate it for your tenant. If that's not possible then I think you have to wait when it will be generally released. Other solution might be Determinations btw.

Simon

[AnujaS]

@Simon1982, I don't have scheduled rule enabled so I am trying out with determination rule and it is working fine now.

Thank you @Simon1982