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How is escalation supposed to work

edited Dec 6, 2019 2:39PM in General 2 comments

We have been using cases for about a year but are unclear on how case escalation is supposed to work.

It looks like some combination of setting the status to Escalated, changing the assigned to field wo who ever it has been escalated to and also going to the escalate sub tab and adding a message and  changing the escalate to one or more people.

Given how convoluted the above is, I am guessing we are definitely doing something wrong.  Can anybody give me the best practice on how to do this?

Much thanks!

-Sig

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