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: csm_guided_setup_user, sn_crm_escalation_admin, sn_crm_foundation_admin or 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
Navigate to All > Customer Service > Administration > Guided Setup.
On the Getting Started page of the guided setup, click Get Started.
In the Case Management category, view the list of tasks to configure the feature.
| 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 subflow, 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. |
To perform a task, click Configure.
The page in your instance where the configuration is completed is opened.
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