Configure escalation management

Escalating a case or account raises awareness about important customer issues, facilitates communication, and enables users to track progress towards a resolution.

Before you begin

Role required: admin

About this task

An escalation provides increased attention to a customer issue and provides a way to track the progress made in resolving the issue. Create escalation templates and severity definitions to control the escalation process.

Procedure

1. Navigate to All > Customer Service > Administration > Guided Setup.
2. On the Getting Started page of the guided setup, select Get Started.
3. In the Case Management category, view the list of tasks to configure the feature.

   Table 1. Escalation Management

   Task	Description
   Create escalation templates	An escalation template defines how an escalation request is processed and includes: Type of escalation request (case or account). Approval group and subfloware , required when the request goes through an approval process. This triggers the default escalation approval flow. Escalation watch list.
   Create escalation severity definitions	The escalation severity defines the type of escalation and the color used to represent the cases and accounts of this escalation severity in the user interface.

4. To perform a task, select Configure.

   The page in your instance where the configuration is completed is opened.

Related concepts

• Case and account escalation