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Administer case and account escalation

Administer case and account escalation

The system administrator creates escalation templates and escalation severity definitions that control the escalation process.

Escalation templates

An escalation template determines how an escalation request is processed. The escalation feature provides two standard escalation templates, one for case escalation and one for account escalation. If needed, the system administrator can modify these templates or create new templates.

An escalation template defines the following information:
  • The type of escalation (case or account)
  • If approval is required
    • If no, the escalation request is automatically approved.
    • If yes, provide the approver list required by the default approval workflow or provide a different approval workflow.
  • The escalation watch list. Users added to the watch list receive email notifications when an escalation record is updated.

Escalation severity

An escalation severity record defines the severity level for the escalation and the color that is used to highlight the escalated case or account record in the user interface. This assigned severity allows agents to easily identify escalated cases and accounts on lists and forms. Escalated case and account numbers are indicated with a colored dot on a list and a colored background on a form.

The escalation feature provides two escalation severity definitions:
  • High Severity: escalated records are highlighted in red
  • Medium Severity: escalated records are highlighted in orange

In addition to defining the field style of an escalated case or account, the severity can be used when configuring SLAs. To configure additional escalation severity definitions, the system administrator must configure a new style with the desired color. For more information, see Define field styles.

Escalation SLAs

Escalation SLAs are typically used to govern the frequency of updates required for different types and severities of escalations. An escalation SLA is associated with an escalation severity in the SLA definition. When a user creates an escalation request, the selection in the Escalation Severity field determines the SLA for the escalation record.

The escalation feature provides the following case escalation SLAs. On case escalations, because the escalation corresponds one-to-one with a case, the default SLAs are associated with the case:
  • Escalated case response - 4 hours: update comments on the case escalation record every four hours.
  • Escalated case response - 8 hours: update comments on the case escalation record every eight hours.
The escalation feature provides the following account escalation SLAs. On account escalations, because the escalation corresponds to an account which typically does not support SLAs, the SLAs are associated with the escalation.
  • Escalated account response - 4 hours: update comments on the account escalation record every four hours.
  • Escalated account response - 8 hours: update comments on the account escalation record every eight hours.
The system administrator can configure case and account escalation SLAs that are based on escalation attributes such as the escalation type, severity, and trend.
You can find escalation SLAs in these locations:
  • For account records, on the Escalation form in the Task SLAs related list.
  • For case records, on the Case form in the Task SLAs related list.