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.

Table 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:

Table 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.