Hi,
Please help me to fulfill my requirement.
Our HR teams are organized with Tier model, Tier 1, Tier2, Tier3.
Tier2 consists 13 teams such as Payroll, Benefits and so on.
Tier3 consists 50 more teams with specialists.
When employee create an inquiry case, it should be Tier1 and if they are unable to resolve the case they will escalate it to Tier2. And if Tier2 agent are unable to resolve, the case should goes to Tier3.
Auto assignment should work in the every Tier.
I was thinking to use the OOTB escalate case functionality but, after the function change the assignment group, AWA assignment rule works and then it goes to the Tier1 agent again.
Could you please tell me the good practice in this situation?
Or the AWA is the functionality only for Tier1
