Case and account escalation components

The roles, modules, and tables installed with the case and account escalation feature.

Roles

Roles included with the case and account escalation feature.

Tabelle : 1. Different roles with the case and account escalation feature

Role	Description
Escalation requester (sn_customerservice.escalation_requester)	Can request an escalation for a case or account.
De-escalation requester (sn_customerservice.deescalation_requester)	Can de-escalate a case or account. This role contains the sn_customerservice.escalation_requester role.
Account Data Manager (sn_crm_account_data_manager)	Can request, view, update and delete an escalation for an account.
Escalation Configuration Viewer (sn_crm_escalation_config_viewer)	Can view all the escalation records, and Escalation Templates, and Escalation Severity modules.
Escalation Administrator (sn_crm_escalation_admin)	Can create, update, view, and delete an escalation for an account escalation, escalation template, escalation severity. Can request an escalation for a case or account. Can de-escalate an account. This role contains Escalation requester (sn_customerservice.escalation_requester), De-escalation requester (sn_customerservice.deescalation_requester), and Escalation Configuration Viewer (sn_crm_escalation_config_viewer) roles.

Escalation modules

The case and account escalation feature adds the Escalations module to the Customer Service menu:

• All: lists all escalation records for cases and accounts.
• Escalation Templates: lists the case and account escalation templates.
• Escalation Severity: lists the types of escalation severity.

This feature also adds a list of escalated cases to the Customer Service menu: Customer Service > Cases > Escalated

Tables

Tables included with the case and account escalation feature:

Tabelle : 2. Different tables with the case and account escalation feature

Table	Description
Escalation Templates [sn_customerservice_escalation_template]	Stores escalation template records.
Escalations [sn_customerservice_escalation]	Stores records created for escalated cases and accounts.
Escalation Severities [sn_customerservice_escalation_severity]	Stores escalation severity definition records.