Escalation rules are rules that automatically escalate cases if they have not been resolved within a
certain time frame or meet certain criteria such as priority or status. Escalation rules can perform
actions such as changing ownership of cases, sending email notifications, or creating tasks for users
or queues. By using escalation rules, AW Computing can ensure that cases are properly prioritized
and handled within their SLA time limit.
Assignment rules are rules that automatically assign cases to users or queues based on criteria such
as case origin, type, or product. Assignment rules can also send email notifications to users or
customers when a case is assigned. By using assignment rules, AW Computing can ensure that cases
are routed to the right agents or teams based on their skills and availability. Reference:
https://help.salesforce.com/s/articleView?id=sf.case_escalation_rules_overview.htm&type=5
https://help.salesforce.com/s/articleView?id=sf.customize_caseassign.htm&type=5
