If you haven't already defined a basic case creation rule, do that first. When you are finished, click the Next button on the bottom of the page. You are taken to the Reminders & Escalations tab:
The actions on this screen are optional. Using it, you can define rules and actions that generate case reminders and escalations for various people in your organization.
To create a reminder or escalation, click on the Add a rule button. First, define your criteria:
Using the first dropdown menu, decide which case field to base your rule on. Choose from the following:
• Status
• Priority
• Time to Respond
• Time to Close
Next, select the operator to apply. These choices vary based on which field you chose.
Finally, select the field value that will actually trigger the reminder or escalation. When you are finished, hit Done.
So, for example, your entire criterion might be defined as
"Create a reminder or escalation if the case time to respond is greater than or equal to 2 days, 6 hours."
Note: Case Time to Respond and Time to Close are the most common criteria for creating reminders or escalations.
Next you must associate an action with the rule. Hit the Add Action button. Choose from the following actions:
Escalate the case - This is equivalent to adding someone higher up in your organization as a Full Access Watcher of the case. It also sets a flag on the case that it has been escalated for the purposes of reporting and inbox scoping. Choose from either all MaritzCX users, a name in a feed file, or your org hierarchy. If you select Hierarchy, then you will be prompted to choose the level of supervisor in the next dropdown.
Remind the case owner or watchers - This will send a reminder email to either the current case owner or the entire list of watchers assigned to the case.
Add a watcher - This will add either a full or limited access watcher to the case by selecting one or more MaritzCX users.
Set priority - This will change the case priority.
After you have selected the action, choose the value to associate with it and hit Apply.
Continue adding criteria, actions, or rules as necessary. When you are finished, click the Submit button at the bottom of the page. You have now successfully defined your case creation rules and cases will be generated in accordance with them. For instructions on how to handle special cases and exceptions, see the chapter on this.