Defining an escalation action for a case
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Ensure that your business process reaches a resolution on time, by defining an escalation action for a case. By enforcing service-level agreements and implementing escalation actions, you enforce timely resolution of cases and meet deadlines that you agree on with your customers.
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In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
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In the case working area, click the Settings tab, and then click Goal & deadline.
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In the Goal section, in the Notify subsection, select recipients of the notification:
- To notify a creator of the case, select Creator.
- To notify the participants of the case, select Participants.
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If you select to notify participants, click Manage participants, select the case participants that you want to notify, and then click Done.
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In the Message subsection, select a message type:
- To send a standard notification, select Use default message.
- To compose an email message, select Compose a message, provide a subject, click Compose, enter your message, and then click Done.
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In the Deadline section, create a notification by repeating steps 3 trough 5.
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Click Save.
- Defining an escalation action for a stage and a process
Ensure that your business case moves forward in a timely manner by defining an escalation action for a stage and a process in your case life cycle. By notifying interested parties about an elapsed goal or deadline, you can keep the time frames that you agree on for your business cases.
- Setting goals and deadlines for case resolution
Encourage customer service representatives (CSRs) to resolve cases on time and enforce your service level agreements (SLAs) by setting goals and deadlines for a case type. SLA measurement starts when the case starts and ends when the case finishes.