In This SectionThe escalation function in RightNow’s business rules helps your organization track answers, incidents, opportunities, and tasks. You can use rules for escalation to scan for problems, such as lack of follow-up by a staff member. Then the rule’s actions occur, such as reminding the assigned staff member, notifying a manager, or sending an email to a customer.
Every escalation requires two rules. The first one specifies the conditions that schedule an escalation and create an escalation level. The second rule defines the actions that occur when the escalation level is reached.
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