Escalation management can be applied to all processes in sales and service, and to contacts as well. In the JustRelate CRM process definition, an administrator can freely define the standard escalation levels for each process. Any number of contacts to receive a message can be added to every level. In addition, roles can be assigned to a level as placeholders for contact roles of the respective object to which the process refers. These roles are removed when an escalation triggers an action.
For every contact or role, an alternative action (field: Action (message)) for the standard action (field: Action (status bar)) of the level can be specified.
In service, escalation management is especially interesting, because meeting the deadlines and access times that have been agreed on with the customer usually has top priority.