Escalate a retail case

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

    • Escalate a retail case when needed using the Escalations related list.

    Before you begin

    Role required: sn_customerservice.escalation_requester

    Procedure

    1. Navigate to All > Retail Service Management > Retail Cases.
    2. Select the Retail case you wish to escalate.
    3. Under Related Links, select Escalate Case.
    4. Fill in the following fields as needed.
      Field Description
      Request Source The source of this request, either customer or internal.
      Reason Reason for escalation such as inactivity, lack of progress, or customer imposed deadline.
      Watch list Add users to the escalation template watch list. These users receive notifications for all escalations that use this escalation template.
      Escalation template An escalation template determines how an escalation request is processed.
      Escalation severity Severity of escalation such high, medium, and so on.
      Escalation trend The escalation trend of this retail request. Options are:
      • Improving
      • Same
      • Declining
    5. Click Submit.

    Result

    This retail case has been escalated. The escalation number and other related information can viewed directly within the Escalations related list.