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Escalation Management

By Salesforce Labs

Manage escalations within your Salesforce instance

Free  

Never requires payment

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Business Need
Agent Productivity

Use this simple Escalations custom app as a baseline business process for managing escalations - sensitive internal or customer issues that need executive visibility, complete collaboration, and dedicated project management to effectively resolve.

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MVP
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Top Reviewer
Contribute reviews that encourage conversation and help others make informed decisions
Ranger
Lifelong learners who have earned the Ranger rank or higher on Trailhead
3.2
Lifetime average
Showing 5 of 5 Reviews
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Kaleigh Garcia
Triple Star Ranger
06/04/2025

Unable to install due to Dashboard Error

Unable to install due to a Dashboard error within the package... 1. DashboardFolder(CompanyDashboards04t1r000001G2qv/Public04t1r000001G2qv) Unable to find id of parent folder. CompanyDashboards04t1r000001G2qv/Public04t1r000001G2qv: Unable to find id of parent folder.

Anthony Williams
Ranger
03/16/2021

Unable to Install

I am trying to install this application but I keep getting Error parsing file: Element {http://soap.sforce.com/2006/04/metadata}name invalid at this location in type Dashboard error.

Chris Jupin
Ranger
03/26/2021

Anthony - I think I've resolved the issue..I had to remove the dashboard from the package, I've re-uploaded it, but I need to adjust the listing, which may take until early next week. If you'd like the direct link to install please let me know!

Chris Jupin
Ranger
03/26/2021

Thanks for letting us know, Anthony. I'll take a look and see where the issue lies and report back when it's resolved.

Bhuvaneshwari Patkur
03/11/2021

Escalation Management - Implementation Guide

I want to explore this app. Is there any step by step guide available?

Rohit Patel
08/27/2018

Great App

Great application, very useful to start with an scalation process in your org, but I expected some more performance in validating rules for fields. Congratulations!

Bhuvaneshwari Patkur
03/11/2021

Hi Rohit, I am checking out this app. Can I know if you've got any material as such to deep dive or step by step process? If so can you please share a link which would be helpful, Thanks, Bhuvana.

Michal Skuhra
Ranger
04/06/2017

Out of the box solution for escalation process.

I implemented this app in one big org, where it was common line for starting escalation process in salesforce. If company does not have any escalation process, it is best solution where to start. You can contact your success manager who can provide pdf documentation and video guides. App installed profiles, object, tab, a lot of custom fields , record types and it is not managed so admins and developers can improve it based on requests from business. Honestly whole process can be easily created by internal team, but this app has huge benefit how escalation process should be like!