Escalation management in service

An escalation ensures that tasks are processed on time by triggering a defined action when an initial task status is reached, or after a certain time has elapsed, e.g., responsible employees are notified or e-mails are sent, or a task is created automatically.

JustRelate CRM integrates a general escalation management that can be applied to all processes in marketing, sales and service. Since adhering to agreed reaction or availability times has top pri­ority in service, the escalation management for service calls of the inquiry type is precon­figured as an example. If needed, the escalation can also be set up for the other call types.

In the case of a service call, the level defines how long the call is open. Here, the parameter of the level definition becomes relevant.

This defines the number of days the request must have been open to reach this level.

This specifies the message to be sent to the contacts to be informed (managed in PiSA cubes/Resources/Messages).

Specifies the icon that should be displayed in the case for this level.

The icon to display if no escalation level is reached.

The escalation status of open service calls is displayed in the call list (first attribute) and in the call form at the top right by means of a circle icon:

The case has not yet been evaluated.

The case is not escalated.

Escalation level 1: The case has been overdue for a defined period of time, a message is automatically sent to the agent.

Escalation level 2: The case has been overdue for a defined period of time, a message is automatically sent to the agent and the person responsible for the customer.

Escalation level 3: The case has been overdue for a defined period of time.

The respective icons can be maintained in the PiSA cubes BLOB table (in the standard, e.g., as PSA_E­SC_LEV_GRN for the green dot).

To use the "Open since" calculation in service, the job servicecall-set-open-time (Job-ID: SVC_OP­N_TIM) needs to be active (see Administration / Data exchange / Jobs).

For service, it is mostly important to define a standard escalation management for every call type. For customers with agreed-upon reaction times, an escalation management is likewise defined (level 1 = response time minus offset). This then overrules the standard escalation management.

This implementation for service calls of the request type can also be used for all the other service calls, provided that the definition of the level always refers to the "Open since" time. One only needs to define a cor­responding environment variable for the process, specifying the same interpretation class.