Escalation provides customers of your Self Service sites 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 your Self Service sites. 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. 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.
Enabling Escalation
Escalation must be enabled in order for customers to see the Contact Us page.
To enable escalation:
Open the BCC Home page > Service Administration > Service Administration Configuration >
Project Name> Self Service >Site Name> Solutions page.Select the Enable Escalation check list.
Save your settings.
Configuring Escalation
Escalation is controlled by the ServiceEscalationAllowEscalate SegmentedOption, accessible in the Service Administration > Self Service > Site Name > Get Help configuration page. You can configure escalation to occur via Ticket, E-mail or none.
Note: When using Self Service with Authoring, the only method of escalation available is e-mail.
