An administrator has set up a Case Escalation Rule with multiple rule entries and escalation actions. A case was created that met the criteria for Rule Entry 1, but before the escalation time was reached, an agent updated a field that matched Rule Entry 2's criteria. How will the escalation rule evaluate this case?
Trap 1: The escalation rule will throw an error because multiple entries…
Cases can match different entries over their lifecycle, but only one active rule entry action set typically governs the active timer.
Trap 2: The case will continue to be evaluated strictly against Rule Entry…
Escalation rules can re-evaluate upon modification if configured or naturally shift if criteria changes.
Trap 3: All escalation actions across both rule entries will execute…
Escalation actions execute sequentially according to the matched criteria and timer.
- A
The escalation rule will throw an error because multiple entries matched the same case.
Why wrong: Cases can match different entries over their lifecycle, but only one active rule entry action set typically governs the active timer.
- B
The case will continue to be evaluated strictly against Rule Entry 1 since it matched upon creation.
Why wrong: Escalation rules can re-evaluate upon modification if configured or naturally shift if criteria changes.
- C
The case will be evaluated against Rule Entry 2, and the escalation timer will restart from zero.
If a case is modified and meets a different rule entry, the escalation actions are recalculated based on the new matching entry.
- D
All escalation actions across both rule entries will execute simultaneously.
Why wrong: Escalation actions execute sequentially according to the matched criteria and timer.