De-escalate a retail case

  • Release version: Xanadu
  • Updated October 16, 2024
  • 1 minute to read

    • De-escalate a retail case when needed using the related links within a retail case.

    Before you begin

    Role required: sn_customerservice.deescalation_requester

    Procedure

    1. Navigate to All > Retail Service Management > Retail Cases.
    2. Select the Retail case you wish to de-escalate.
    3. Under Related Links, select De-escalate Case.
    4. Enter the necessary information in the De-escalation Justification field.
    5. Click De-escalate Case in the window.

    Result

    The state of the escalation record changes to Closed and the retail case has been de-escalated.