Escalation Methods

The Service and Warranty Management (S/WM) Escalation method that you define in the S/WM System Constants program (P17001) determines how the system defines provider groups and escalates cases. You can decide to not perform escalations, escalate sending notifications, or escalate using skill levels.

If you determine to escalate cases using the notification method, Escalation Method 1 in S/WM System Constants, use the Distribution List Control program (P02150) to attach assignees to provider groups. Use the Queue Security program (P01135) to specify whether groups or specific users can make changes to the distribution lists. Use the Queue Properties program (P01133P) to define what programs distribution list members see when they open their Workflow queue.

The escalation percentages that you define on the Case Priority Revisions form determine how the system routes and escalates cases to distribution list members. When a case is assigned to a provider group, the system uses the values on this form to determine the escalation response time and sends notification to members on the distribution list that is assigned to the provider group.

If you determine to escalate cases using the skill level method, Escalation Method 2 in S/WM System Constants, you can assign members to provider groups using the Work With Provider Group Employees program (P90CG506). Through this program, you assign address book records (such as for employees or contractors) to provider groups and specify a skill level for each provider group member. You can assign any address book record to one or more provider groups, as long as the address book record has been set up as a service provider.

When cases are assigned to provider groups, the system compares the skill levels and case loads of each provider group member and assigns cases appropriately. The escalation percentages that you define on the Case Priority Revisions form determine when the system routes and escalates cases to provider group members.