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Case and account escalation components

Case and account escalation components

The roles, modules, and tables installed with the case and account escalation feature.

Roles

Roles included with the case and account escalation feature.
Role Description
Escalation requester

(sn_customerservice.escalation_requester)

Can request an escalation for a case or account.
De-escalation requester

(sn_customerservice.deescalation_requester)

Can de-escalate a case or account. This role contains the sn_customerservice.escalation_requester role.

Escalation modules

The case and account escalation feature adds the Escalations module to the Customer Service menu:
  • All: lists all escalation records for cases and accounts.
  • Escalation Templates: lists the case and account escalation templates.
  • Escalation Severity: lists the types of escalation severity.

This feature also adds a list of escalated cases to the Customer Service menu: Customer Service > Cases > Escalated

Tables

Tables included with the case and account escalation feature:
Table Description
Escalation Templates

[sn_customerservice_escalation_template]

Stores escalation template records.
Escalations

[sn_customerservice_escalation]

Stores records created for escalated cases and accounts.
Escalation Severities

[sn_customerservice_escalation_severity]

Stores escalation severity definition records.