Escalate a case

An OSP agent can escalate a case when unable to resolve or fulfil a case for various reasons such as

Before you begin

Role required: sn_crm_escalation_admin, sn_crm_foundation_admin, or sn_csm_ocs.ext_agent

Procedure

1. Navigate to All > Outsourced Customer Service > Cases > My Cases.
2. Click Escalate Case related link.
3. Fill in the fields on the Escalation form, as appropriate.

   Option	Description
   Request Source	If Customer or Internal
   Reason	Reason for escalation such as inactivity, lack of progress, or customer imposed deadline.
   Escalation Severity	Severity of escalation such high, medium, and so on.
   Escalation Template	An escalation template determines how an escalation request is processed.
   Watch list	Add users to the escalation template watch list. These users receive notifications for all escalations that use this escalation template.
   Escalation Justification	Additional information that explains why this escalation is needed.

4. Click Submit.