Case and account escalation components
The roles, modules, and tables installed with the case and account escalation feature.
Roles
Roles included with the case and account escalation feature.
| Role | Description |
|---|---|
| Escalation requester \(sn\_customerservice.escalation\_requester\) | Can request an escalation for a case or account. |
| De-escalation requester \(sn\_customerservice.deescalation\_requester\) | Can de-escalate a case or account. This role contains the sn\_customerservice.escalation\_requester role. |
| Account Data Manager \(sn\_crm\_account\_data\_manager\) | Can request, view, update and delete an escalation for an account. |
| Escalation Configuration Viewer \(sn\_crm\_escalation\_config\_viewer\) | Can view all the escalation records, and Escalation Templates, and Escalation Severity modules. |
| Escalation Administrator \(sn\_crm\_escalation\_admin\) | - Can create, update, view, and delete an escalation for an account escalation, escalation template, escalation severity. - Can request an escalation for a case or account. - Can de-escalate an account. This role contains Escalation requester \(sn\_customerservice.escalation\_requester\), De-escalation requester \(sn\_customerservice.deescalation\_requester\), and Escalation Configuration Viewer \(sn\_crm\_escalation\_config\_viewer\) roles. |
Escalation modules
The case and account escalation feature adds the Escalations module to the Customer Service menu:
- All: lists all escalation records for cases and accounts.
- Escalation Templates: lists the case and account escalation templates.
- Escalation Severity: lists the types of escalation severity.
This feature also adds a list of escalated cases to the Customer Service menu: Customer Service > Cases > Escalated
Tables
Tables included with the case and account escalation feature:
| Table | Description |
|---|---|
| Escalation Templates\[sn\_customerservice\_escalation\_template\] | Stores escalation template records. |
| Escalations \[sn\_customerservice\_escalation\] | Stores records created for escalated cases and accounts. |
| Escalation Severities\[sn\_customerservice\_escalation\_severity\] | Stores escalation severity definition records. |