Create escalation from a case

[Snowman15]

Hi I have a requirement to create escalation records from a case, what is the best approach to do so? By creating a flow or business rule or something else?

Any recommendations?

Thanks

[Runjay Patel]

Hi @Snowman15 ,

Business rule will be right choice for this.

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[Dr Atul G- LNG]

Hi @Snowman15 

If you can go with low code then flow designer is good option, else as suggested by @Runjay Patel  BR good to go.

[Mark Manders]

You can check on the OOB escalation on Cases to see how they did it and if it works for you, but you really should ask yourself if this is the correct way to go. 

If a case is created without enough information, the customer needs to update (which would in no way be an escalation). After a case is resolved, a customer updates the record with 'thanks, it works, can be closed' and you are creating an escalation for that. Not sure if escalation is the way to go here.