Enabling manual case escalation

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.

As an administrator, you can configure escalation templates that are used when a case is manually escalated. These templates 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.

See Adding and configuring escalation templates.

  1. Select Administration > Setup.
  2. In the Primary pane, click Application Settings.
  3. Double-click an organization record.
  4. Click the Feature Options tab.
  5. In the Other Role-Based Options section, select the roles that can perform escalations in the Case Escalation row.
  6. Click Save.