Skill-Level Escalation Method

If you decide to escalate cases using the skill-level method (escalation method 2 in the S/WM System Constants program), 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 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.