De-escalation provides customers of your Self Service sites with an opportunity to perform additional research before contacting the call center.
De-escalation has the following options, accessible in the Service Administration > Self Service > Site Name > Contact Us configuration page:
De-escalate only when no solutions have been viewed – de-escalation advice should only occur when the customer’s search has returned zero results
Number of solutions to show – the number of suggested solutions to show to the customer
When de-escalation is enabled, the Contact Us page initially prompts the user to describe their problem in detail. When the form is submitted, a search is performed with the information from the detailed description provided. Results are displayed as suggested solutions to the customer’s question.
Clicking on the Send to a Customer Representative link displays the following call center contact information:
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.
Enabling De-Escalation
De-escalation must be enabled in order for customers to receive the opportunity to avoid contacting the call center.
Escalation is controlled by the ServiceEscalationEnableDescalation SegmentedOption, accessible in the BCC Home page > Service Administration > Service Administration Configuration > Project Name > Self Service > Segment > Get Help configuration page.
