Support cases can be escalated to another person if the assigned salesperson cannot resolve the problem. Cases can be escalated to a new employee or a group of employees.
To assign an escalatee (The person whom you want to escalate the case) to a support case, Go to Lists > Support > Cases. Select the Case record that you want to escalate in edit mode. Under the escalation subtab, Go to Escalate to, add the list of employees under the line field escalatee. If any message is entered under the Escalation message field, the same will be emailed to the escalatee. The status of case will be changed to Escalated by saving this case record.
You can also remove the escalatee by clicking the De-escalate button under the escalation subtab.
The escalation message is private and will be visible under the communication subtab. This message won’t be sent to the customer who raised the problem. Escalatee can either reply to the escalated email or go to the case record to reply directly to the customer.
Cases can be escalated to support reps only by setting up in support preference. Go to Setup > Support > Support preferences. Check the Escalate to support reps only checkbox.
We can also set up new escalation rules in NetSuite. For setting up, Automated case escalation feature should be enabled. Go to Setup > Company > Enable features. Go to the CRM subtab, check the Automated case escalation check box and save it.
To set up new escalation rule, Go to Setup > Support > Escalation rules > New. Select the field for which you want to apply the new rule. Enter name for the rule. Select criteria. Based on the field selected you can also select sub-criteria if it is available. Then save the rule.