Hi All,
I am not a CSM expert and I have a question. We are trying to solve for a visibility issue once a CSM case is escalated. Once the CSM case is to be Escalated, the "Tier 1" needs to have visibility to the escalated case so they can add comments as needed. First, I think a role can solve for this but we are looking into that. I did notice that the Collaboration Manager field was not on the Escalation Case creation page. My thinking is, once escalated, add the Tier 1 agent as a collaboration manager so they can contribute as needed. It does not seem to be available as it is in INC or HRC. Any thoughts on this... what am I missing here.
