Users with the escalation requester role can escalate a case or account.

Before you begin

Role required: sn_customerservice.escalation_requester or sn_customerservice.deescalation_requester

Procedure

  1. Navigate to the desired case or account.
  2. Click the Escalate Case or the Escalate Account related link.
  3. Fill in the fields on the Escalation form, as needed.
  4. Click Submit.
    If the escalation template includes an approval workflow, the approvers review the escalation request and either approve or deny the request (provide a reason). Once the escalation request is approved, the customer is notified.