Aurora: Settings and permissions to escalate cases
Settings
To set up escalations for the community or category or forum board, go to Settings > Content Features > select community or category or forum board > Escalate.
|
Setting |
Purpose |
|
Escalate discussions |
To escalate discussions manually |
|
Escalate replies |
To escalate replies to discussions manually |
|
Automatically escalate by role |
To automatically escalate discussions after a designated wait time (configured in Wait time before escalating unanswered discussions settings), considering the author's role |
|
Automatic escalations of unanswered discussions |
To automatically escalate unanswered discussions after a designated wait time, as set in the Wait time before escalating unanswered discussions settings |
|
Wait time before escalating unanswered discussions |
To wait for a specified period before automatically escalating unanswered discussions |
|
Automatic escalations of unsolved discussions |
To automatically escalate discussions with no solutions after a certain wait time (set for Wait time before escalating discussions with no solutions settings) |
|
Wait time before escalating discussions with no solutions |
To await a specified period before automatically escalating discussions without solutions |
|
Custom Fields |
Add custom fields that will also be mirrored in the Salesforce case when an unresolved discussion is either manually or automatically escalated |
Permissions
After configuring the above settings, you can then assign permissions to specific roles within the community.
To assign escalation-related permissions to roles or members, go to Settings > Roles and Permissions > Edit > Escalations.
Note: By default, these permissions are denied.
|
Permission |
Purpose |
|
Escalate a discussion to the CRM system |
Enables members to manually escalate posts authored by any member to Salesforce |
|
Escalate one's own discussion to a CRM system |
Enables the currently signed-in member to manually escalate their own posts to Salesforce |
|
View Escalations |
Allows members to view the details of the escalation |