Sometime a case requires a path forward after an agent deems it nessesary to move to somewhere else. Escalating a case allows a case to maintain its status, but reflect that the case has been escalated for further research, help, or approval, based on your organization’s escalation level definitions. You can create an escalation workflow that will not only mark a case as requiring further assistance, but also create workflows that will fire based on the type of case it is.
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