:Salesforce Escalation Process

Escalation Process

Description

This article will show you when to escalate a call, and how to do so.

Prerequisites

• A Salesforce account

Step by Step Instructions

1. Change case status to, "Escalated".

2. Change, "Case Owner" to "JP Wenger" or your supervisor.

Case will be reviewed within 48 hours, updated, and reassigned to the requester. Agent will then email customer letting them know that the RMA has been approved.