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04b - Automating Support (Escalation Rules (Admins can: (Configure rule…

- - - - Order
      - Escalation
      - Criteria
- - - - Assignment Rule
        
        Where?
        
        Route to support user
        
        Route to queue
        
        Product
        
        Inquiry
        
        Multiple rule entries
        
        Case - record type = Product support
        
        case - record type = inquiry
- - - - Auto-response rules
        
        Workflow rules
        
        Processes
        
        Escalation rules
- - - - Type of support request
      - Product family
      - Type of customer
      - Type of SLA
- - - - Order
      - Criteria
      - Escalation