Configure escalation management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • 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, click 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 determines how an escalation request is processed and includes the type of escalation (case or account), an approval list or workflow (if approval is required), and an 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, click Configure.

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