Is your client's issue not getting resolved in a timely manner? Does a very important client have an issue? NABD allows you to escalate a case to the right department quickly and efficiently.
To escalate a case:
Open Case management screen and open Edit case screen ,Then there are 2 ways to complete the activity
First way:
Check
the check box beside Escalated activity
You
will get the following message and if you click OK Escalated activity
will be completed
Second way:
Click Escalated activity link , you will get this popup
In the Routing
side field, click on "reassign" icon and select
who should be reassigned the case. What is available to you in this
drop down depends on what you select in the Routing type field. If
you select user, you can select from a list of valid users here, if
you select roles, you can select from a list of valid roles here,
etc.
If you're done, click Save
and close.
NABD will route this
case as you designated (user, user group, role, etc.). This case will
display in the receiver's Activity work queue showing an escalated
status.