In an ideal world, it would be great to not have any escalations at all. Escalations can crop up due to a bunch of reasons like miscommunication with agents, technical delays, missed service level agreements (SLAs), and more. And managers must be at the forefront to pacify customers in such situations. It is, therefore, essential to set up the right processes and mechanisms to effectively manage escalations and prevent them from getting in the way of a good customer experience. 


To send Automated email triggers to the users who are higher in the hierarchy, when the cases are not acknowledged or resolved within the SLA time frame.

Let us see how to create an SLA KPI Instance Quick create form and add it to the case form and create escalations.

Navigation Steps:

Navigate to Advance Settings → Solutions → SLA KPI Instance Entity.

Click on Forms → Create Quick View Form for escalation.

Insert a Timer Control with the following details.

Timer Control

Create a new 1: N Relationship between SLA KPI Instance and Case.

Insert the Quick View Form “Resolve Escalation 1” in Case Main form. (The one which one we created in Step 2).

Now we will create an SLA item for Resolve Escalation Level 1.

Navigation Steps:

Navigate to Advance Settings → Service Management → Service Level Agreements → Open an existing SLA → Create SLA item.

sla escalations items

For the SLA KPI field, select the Quick View Form which we have created from the drop down.

Resolve Escalation

Create the Success Criteria and provide time for failure after.

In the failure actions add step, send email.

Failure Actions

Save → Activate → Set as default.

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