Understanding Provider Groups and Escalation Methods
Set up provider groups to ensure that cases are assigned to the appropriate people. For example, you might set up and organize provider groups according to product lines and group consultants who are knowledgeable about each product into specific provider groups. You might also create provider groups to ensure that foreign language cases are directed to the appropriate groups.
Set up routing information to define the sequence and method by which cases are routed to the appropriate provider group.
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.