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.
    Table 1. Escalation form fields
    FieldDescription
    Number The number automatically assigned to the escalation request.
    Source Record The case or account for which escalation is requested.
    Request Source The source of the case escalation request:
    • Customer
    • Internal
    Reason The reason for requesting the case escalation:
    • Inactivity
    • Lack of Progress
    • Customer Imposed Deadline
    Escalation Severity The escalation severity associated with this escalation, which defines the severity level for the escalation and the color used to highlight the escalated record in the user interface.
    • High Severity: escalated records are highlighted in red.
    • Medium Severity: escalated records are highlighted in orange.
    Escalation Template The escalation template selected by the user who requested the escalation.
    Watch List The watch list for this escalation record. The watch list includes users on the escalation template and any users that you add for this record.

    For account escalations, you can Add account team members to watch list.
    Assignment group For account escalations, the assignment group for this account escalation.
    Assigned to For account escalations, the customer service agent assigned to this account.
    Request By The user who requested the escalation.
    Escalation Justification Additional information that explains why this escalation is 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.