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Defining an escalation action for a case

Suggest edit Updated on November 22, 2021

Ensure that your business process reaches a resolution on time, by defining an escalation action for a case. By enforcing service-level agreements (SLAs) and implementing escalation actions, you enforce timely resolution of cases and meet deadlines that you agree on with your customers.

For example, if a customer service representative (CSR) fails to resolve a case within first goal and then deadline, a reporting manager receives email messages with case details.
  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. In the case working area, click the Settings tab, and then click Goal & deadline.
  3. In the Goal section, in the Notify subsection, select recipients of the notification:
    • To notify a creator of the case, select Creator.
    • To notify the participants of the case, select Participants.
  4. If you select to notify participants, click Manage participants, select the case participants that you want to notify, and then click Done.
  5. In the Message subsection, select a message type:
    • To send a standard notification, select Use default message.
    • To compose an email message, select Compose a message, provide a subject, click Compose, enter your message, and then click Done.
  6. In the Deadline section, create a notification by repeating steps 3 through 5.
  7. Click Save.
  • Previous topic Configuring delayed service-level processing
  • Next topic Defining an escalation action for a stage and a process
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