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
Navigate to All > Outsourced Customer Service > Cases > My Cases.
Click Escalate Case related link.
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. Click Submit.