Defining an escalation action for an unresolved case

You can define how an object, such as a case or flow, is escalated when its goal or deadline is unmet. By using escalation actions, you can standardize case processing and resolve cases faster.

  1. Open a service-level agreement rule that supports a case type, stage, flow, assignment, or approval step, by searching for it or by using the Records Explorer.

  2. On the General tab of the Service-level agreement form, notice the time interval that triggers your escalation action.

    Intervals include: Goal, Deadline, and Passed deadline.

  3. Within the Goal, Deadline, or Passed deadline section, click the Add icon to append a new action to the list.

  4. Select an escalation action from the Perform Action list, based on the type of object that the service-level agreement supports.

    For example, you can use the Notify Assignee escalation action for an assignment but not a case type because cases do not have an assignee at run time.

    Options include:

    • Apply Data Transform — Runs the specified data transform

    • Call Flow — Runs the specified flow

    • Advance Flow — Runs the specified flow action.

      This must be a flow action supported by the assignment.

    • Notify Assignee — Emails the assignment owner.

      This action relies on one of the following standard activities: SendEmailToAssigneeOnGoalTime, SendEmailToAssigneeOnDeadlineTime.

    • Notify Manager — Emails the work group manager of the assignment owner.

      This action relies on one of the following standard activities: SendEmailToManagerOnGoalTime, SendEmailToManagerOnDeadlineTime.

    • Notify Party — Sends correspondence to the specified parties

    • Transfer — Transfers the assignment to the specified worklist or work queue

    • Run Activity — Runs the specified activity

  5. Complete the dynamic fields that are displayed, based on the escalation action that you select.

    For example, you must specify the name of a data transform in your application when you select Apply Data Transform from the Perform Action list.

  6. To control when the escalation action runs, press the Down Arrow key in the When field and select the name of a when condition.
  7. Drag and drop your action to a new position in the list.
    Tip: Take care when ordering your escalation actions. For example, list an Advance Flow action last because your other escalation actions are not run when the flow moves to the next shape in the sequence.

  8. Click Save.

An agent runs all escalation actions in the background by using a sequential blocking order.