Escalating a case from the case form

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.
  1. Select Queue.
    If you're a manager, you can access cases by selecting Cases > All.
  2. On the Assigned To Me, All, or Unassigned tab, right-click a case to escalate and select Escalate Case.
  3. Specify this information:
    Escalation Template
    Specify an escalation template if your organization uses escalation templates.
    Reason
    When you specify a template, template text populates this field. You can edit this text before you submit the escalation. If your organization does not use templates, then you must specify the reason in this field.
  4. Click Submit.