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Case and account escalation


Case and account escalation

Use the escalation feature to highlight specific cases or accounts and raise awareness of important customer issues.

Escalating cases or accounts facilitates communication about an issue and enables users to track progress toward a resolution. An escalation provides increased attention to a customer issue and provides a way to track the progress made in resolving the issue. Escalation is an internal process that is not exposed to customers.

Users with the escalation requester role can escalate cases or accounts on behalf of customers or for internal purposes. The escalation process can include an optional approval step where approvers review the request and either approve or reject the escalation.

When an escalation is approved, an escalation record is created and is associated with the case or account. Agents and escalation managers can manage the case or account through the escalation process using the escalation record. Escalated cases and accounts are identified on lists and forms with color indicators that correspond to the escalation severity.

Users with the de-escalation requester role can de-escalate cases or accounts when the cause of the escalation is resolved.

While the escalation process is similar for cases and accounts, there are some important differences to note between case escalations and account escalations. A customer service agent typically manages a case escalation and works directly with the escalated case to resolve the issue. An escalation manager typically manages an account escalation, which can include multiple associated cases, and records details in the escalation record. See Case and account escalation differences for more information.