Transferring a case to a service group

A case can be transferred to any service group and tier level that is configured to serve the population and topic combination.
  1. Access the case.
  2. Click Service Group and select an option. The selection of a service group in a higher tier is logged as an escalation event in the Case History. The selection of a service group in a lower tier is logged as a de-escalation event.
  3. Click Save.
  4. Specify this information:
    Reason
    The reason the case was transferred.
    Show to Employee
    To make the note visible to the employee, select Yes.
  5. Click Submit.