To create a new CRM escalation rule

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The procedure to create a new CRM escalation rule is as follows:

  1. Navigate to Quick Menu > System > Cases and Tasks > Escalation Rules. The System Case Escalation Rule Configuration window is displayed.
  2. Click on New Escalation Rule 1. All fields are activated ready for data entry.
  3. Enter a Description for the escalation rule into the field provided 2.
  4. Using the Classification drop-down field, select the specific parameter value of CRM.
  5. Using the Escalation type drop-down field, select the parameter value appropriate for the escalation rule i.e. Amber Warning, Follow On or SLA Missed.
  6. If, on reaching the SLA checkpoint, a specific communication is required to the CRM case or task owner, activate the Send communication to owner tick box and choose the relevant Owner communication definition using the corresponding spy-glass icon (). The Communication Search window is displayed, ready to locate the desired communication: (a) Enter sufficient communication definition details into the search fields provided; (b) Click on Search - The Communication Search Results window is displayed, returning all possible matches; (c) Activate the Select tick box against the row containing the exact record match or use Refine Search to enter alternative criteria; (d) Click on Next.
  7. Similarly, if, on reaching the SLA checkpoint, a specific communication is required to the group of which the CRM case or task owner is a member, activate the Send communication to group tick box and choose the relevant Group communication definition using the corresponding spy-glass icon (). The Communication Search window is displayed, ready to locate the desired communication: (a) Enter sufficient communication definition details into the search fields provided; (b) Click on Search - The Communication Search Results window is displayed, returning all possible matches; (c) Activate the Select tick box against the row containing the exact record match or use Refine Search to enter alternative criteria; (d) Click on Next.
  8. Where a group-wide notification is required on reaching the SLA checkpoint, activate the Escalate to group tick box provided.
  9. Using the Follow on escalation rule drop-down field, select the appropriate rule to be applied in the instance where an escalated case or task is still outstanding after a defined period 3.
  10. Using the Follow on lag period unit drop-down field, select an appropriate duration parameter to control the elapsed period before the follow on rule is triggered e.g. Minutes, Days, Weeks, Months. Similarly, enter the corresponding Follow on lag period value into the field provided i.e. the Follow on lag period unit multiplier 4. The Up and Down arrows are available to increment or decrement the value, as required.
  11. Using the Companies drop-down field, multi-select all companies for which this CRM escalation rule is relevant, or choose the All option, as required 1.
  12. Choose an Effective from date for this CRM escalation rule i.e. the date on which it came into effect 5.
  13. Choose an Effective to date if the CRM escalation rule is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the CRM escalation rule will never expire.
  14. Click on Save 6.


Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then de-select individual items from the full list, as required; the All tick box will be automatically removed once an item is de-selected.

Note

1 Upon first access, all fields are automatically activated ready for data entry; hence the New Escalation Rule button is inactive.

2 System validation rules ensure that the description entered for each CRM escalation rule is unique for the effective period.

3 This field is activated only in the instance where an escalation type of Follow On or SLA Missed has been selected.

4 These fields are activated only in the instance where a Follow on escalation rule has been selected.

5 The Effective from date defaults to the current system date and cannot be left blank.

6 To amend the details of an existing CRM escalation rule, expand the CRM classification heading and select a rule from the alphabetical list (or enter its name into the Search Escalation Group field) and repeat steps 4 through 14. By default the list is filtered to show Current CRM escalation rules. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All. Only a limited number of fields can be updated once a record has been created.


See related topics...

CRM escalation rule maintenance overview

To add a role to a CRM escalation rule

To add a user to a CRM escalation rule