Revision as of 19:07, 17 April 2018

Escalation Process

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

1. Change case status to, "Escalated".

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

Case will be reviewed within 24 hours, updated, and reassigned, or updated with instructions.

Revision as of 19:06, 17 April 2018 (view source) JP (talk \| contribs) ← Older edit		Revision as of 19:07, 17 April 2018 (view source) JP (talk \| contribs) Newer edit →
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	[[File:ShoretelLogACall2.png\|800x800px]]		[[File:ShoretelLogACall2.png\|800x800px]]

−	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~~.	+	Case will be reviewed within 24 hours, updated, and reassigned, or updated with instructions.