Escalation provides customers of the Self Service website with the opportunity to contact the call center in one or more of the following ways:
E-mail – e-mail is sent to the call center
Callback – call center representative calls the customer
Phone – telephone number provided for the call center
You can specify different settings for each segment in the Self Service website. For example you may want to provide Premium customers with a 24-hour pager number, while Standard customers can only send e-mail. You can also provide multiple listings for each method (for example, multiple phone numbers). The settings are localizable for different user locales.
After the customer submits the form, the following page acknowledges it and supplies a ticket number if applicable (CCOD only). The page also includes search results obtained from performing a new search using the detailed description information provided by the customer, omitting any results the customer already viewed.
