Adding and configuring escalation templates

If case escalation is enabled at the organization level, then service center users can mark cases as escalated from the case form. Agents and other service center users can identify escalated cases in the Escalated Cases report. When a case is escalated, the case escalation is logged to the case history, and the case escalation email is logged to the email history.

Escalation templates are used by agents who escalate cases. They specify reasons for escalation. An agent who escalates a case specifies an escalation template. This enables standardized escalation reasons, and it speeds up the process for agents. Agents have the option of editing the reason or manually specifying a reason when they escalate a case.

  1. Click Configurable Lists & Sets.
  2. Click Escalation Templates.
  3. To add an escalation template, click the Add button. To edit a template, double-click the template.
  4. Specify this information:
    Template
    Specify the name of the template.
    Classification
    Specify the template class. When templates are classified, agents can more easily identify the preferred resolution when closing a case.
    Description
    Specify a description of the template.
    Active
    Select this option to make the template available to users.
    Escalation Reason
    Specify the message that describes the reason for escalation.
  5. Click Save.