CSM Escalation Case - Collaboration Manager Field Availability

[melphoenix]

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.

[vaishali231]

hey @melphoenix 

Instead of trying to use Collaboration Manager, you can achieve your requirement using supported options:
1. Use Watch List / Case Team
Add Tier 1 users to the watch_list when the case is escalated
This allows them to:
View the case
Add comments (depending on ACLs)
2. Automate via Flow Designer / Business Rule
Trigger: when case is escalated
Action:
Add Tier 1 user(s) to watch list or case team
Example 

current.watch_list = current.watch_list + ',' + tier1UserSysId;

3. Review ACL / Role setup (if needed)
Ensure Tier 1 users have at least read/write access to escalated cases
Especially if escalation creates a child case

Note
Even if you add a custom Collaboration Manager field:
It won’t automatically grant visibility or permissions
You would need additional ACL logic - not recommended unless required

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Regards
Vaishali Singh

[vaishali231]

hey @melphoenix 

Hope you are doing well.

Did my previous reply answer your question?

If it was helpful, please mark it as correct ✓ and close the thread . This will help other readers find the solution more easily.

Regards,
Vaishali Singh