case-escalation rules in centrahubcrm

Case Escalation

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field-description

Field Specifications of Escalation Rules

setup case-escalation rule fields in centrahubcrm
  • Escalate:
Template Name

Enter the template name for the escalation.

Escalate

Set the escalation time with regard to due date.

Escalate to

Select to whom case has to be escalated from the drop-down list.( User, role or hierarchy)

  • (Example: If you have selected escalated to as User then Select the user from the drop-down list.)
  • Actions: Select the required actions for your escalation rule.
Email template

Select the email template of the escalation.

Task set

Set the task for the escalation.

Change status to

Change the status of the request as open,close or in progress.

Alert

Enter the alert message on the escalation request.

SMS template

Select the SMS template from the drop-down list.

Re-Assign to

In Escalation, select to whom the request to be re-assigned.

  • 5. Click Save.

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