Cases can be assigned and escalated as often as needed. You can send an email to the user and/or case owner when you assign or escalate a case to notify them.
The customer also can be notified by email when a case is assigned or escalated so they are aware of who is handling their case. However; the owner of the case is the person who is ultimately responsible for the closure of a case. If a Contact is associated with the case; the email message is sent to the Contact. Otherwise; the message is sent to the Company/Individual.
- Click on the Customer Service case to make it the current entry.
- Right-click and select Assign or Escalate.
– or –
In the Details tab; select the Assign or Escalate icon.
The Assign Case or the Escalate Case dialog box opens.
- In the Assign to or Escalate to drop-down lists; select a Maximizer user.
To be listed in this dialog box; users must be assigned to the Customer Service Manager or the Customer Service Representative role in Administrator.
- In the Status drop-down list; select the status of the case; or leave the default status.
The default status is Assigned or Escalated. But you can select any status that is set up to display in Administrator.
- Enter a Note about the case assignment or escalation.
- In the Actions area; select the corresponding option to notify the assigned user; case owner; or Address Book entry.
- Click OK to finish.