You can create an escalation process to assign HR cases to
HR agents with the appropriate skills.
Role required: sn_hr_core.admin
You can create an escalation process to assign HR cases to HR
agents with the appropriate skills. Ensure that the following items are in place to
use HR tier escalation rules.
- The HR tier escalation rules are set up correctly.
- The email address for the tier group is correct.
- The correct roles are assigned to the tier. Roles, groups, skills, and
location determine the group a case is escalated to.
The following procedure describes how to create and edit HR tier escalations used
when cases are assigned to HR groups.
-
Navigate to .
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Click New or open an existing escalation tier.
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From Escalate from, click the Lookup using
list icon and select an existing tier or click
New to create a new tier. This tier contains HR
agents that have fewer skills than the next tier.
-
From Escalate to, click the Lookup using
list icon and select an existing tier or click
New to create a new tier. This tier contains HR
agents that have more skills than the previous tier.
-
Click Submit to save your changes.
Click an Escalate from or Escalate
to group to view group information.
