Define how an object, such as a case, a process, or an assignment is escalated when
its goal or deadline passes. By using escalation actions, you can standardize case processing
and resolve cases faster.
For example, you can define an escalation action to notify a manager about the task after the
goal passes, and to transfer the case to a work queue after the deadline passes.
Before you begin: Create a
service-level
agreement rule.
For
more information, see
Creating a rule.
-
In the navigation pane of Dev Studio,
click Records.
-
Expand the Process category, and then click
Service Level Agreement.
-
In the list of instances,
select
a service-level agreement rule to which you want to add an escalation action.
-
O the General tab,
scroll
to the section that you want to edit:
- To add an action after the goal elapses, scroll to the Goal
section.
- To add an action after the deadline elapses, scroll to the
Deadline section.
- To add an action at a specified time after the deadline, scroll to the
Passed deadline section.
-
In the Actions column, click Add an
action.
-
In the Perform Action list, select the escalation action.
- Optional:
To control when the escalation action runs, in the When field,
press the Down arrow key, and then select the condition.
When you add multiple escalation actions, define the conditions that determine when
specific actions happen.
-
In the Parameters section, define the parameters for the
escalation action.
For example: If you transfer a case to a work queue, from the Destination
Type list, select Work queue, and then, in the
Destination Name field, enter the name of the queue.
-
To add more escalation actions, repeat steps 5 through 8.
-
Click Save.