Salesforce Case escalation page template
A Salesforce Case escalation page for a support team: an escalation path across the case status, SLA milestone fields, case comments and the related lists an agent works from. Click through it below, then read the spec the studio writes for it.
The Case Resolution & SLA Escalation template running: Support workspace with an escalation path, SLA milestone fields and case comments. Use the link below to open it in its own tab and click through it.
When to start from this template
- Designing a Service Cloud console page with a support manager before the build starts.
- Agreeing SLA milestones and which fields an agent must fill before escalating.
- Writing acceptance criteria for a case-handling process from the page itself.
What is on the page
Read off the template itself, the way the spec export reads it.
- Screens
- Incident Diagnostic, Resolved & Verified
- Highlights panel
- Priority, Status, SLA Milestone, Case Owner, Resolution Time, Closed By
- Sections
- Diagnostic Overview (5 fields), Resolution Summary (4 fields)
- Actions
- Escalate to Engineering, Resolve & Verify, Back to Diagnostic, Publish RCA Report
- Related lists
- Products, Notes & Attachments
The spec the studio writes for it
The user story and the first acceptance criteria, in Gherkin, as they land in Jira or Confluence. 6 scenarios in all; the export has every one.
As a Case user, I want to open a Case record and see 6 key details at a glance, run the Escalate to Engineering and Publish RCA Report actions and work with its Products and Notes & Attachments, So that everything needed to work a Case record is on one page.
# Scenario: "Resolve & Verify" moves to "Resolved & Verified" Given a user is viewing a Case record on the "Incident Diagnostic" step When the user clicks "Resolve & Verify" Then the "Resolved & Verified" step is shown And the step switcher marks it as the current step. # Scenario: "Back to Diagnostic" moves to "Incident Diagnostic" Given a user is viewing a Case record on the "Resolved & Verified" step When the user clicks "Back to Diagnostic" Then the "Incident Diagnostic" step is shown And the step switcher marks it as the current step. # Scenario: Required fields on save Given a user is editing a Case record When the user saves with any of these left empty: - "Subject" in "Diagnostic Overview" Then the page shows an error against each empty field And the record is not saved.
Data dictionary
Every field with the API name it would deploy under.
| Field | API name | Type | Required |
|---|---|---|---|
| Case Number | CaseNumber | text | No |
| Subject | Subject | text | Yes |
| Status | Status | picklist | No |
| SLA Countdown | SLA_Countdown__c | formula | No |
| Root Cause Hypothesis | Root_Cause_Hypothesis__c | textarea | No |
| Resolution Code | Resolution_Code__c | picklist | No |
| Customer Impact Duration | Customer_Impact_Duration__c | text | No |
| SLA Contract Met | SLA_Contract_Met__c | checkbox | No |
| Root Cause Documentation | Root_Cause_Documentation__c | textarea | No |
Make this template yours.
Open “Case Resolution & SLA Escalation” in the studio, change the fields, the path and the branding, then share a link or export the spec and the Lightning page metadata. SFProto is invite-only while we test, and free for testers. Already invited? Sign in.
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