Review the scenarios that cause conversations to be escalated to a representative. When the agent escalates the conversation, it can take some time for a representative to pick up the escalation. You can modify the escalation scenarios.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition. |
- Ethics:
- Only a minor will be present at the time of the planned appointment because an adult must be present at the time of service.
- The customer states a preference for the mobile worker or the mobile worker’s behavior that is based on race, gender, age, or can be interpreted as discriminative, offensive, or inappropriate.
- Failure to Complete Request:
- The customer states that the provided address isn’t accurate or provides a different address.
- The customer’s address isn’t valid because the contact doesn’t have a mailing city and a mailing street.
- No available time slots meet the customer’s request.
- The customer has asked to add comments to the appointment details. For example, the customer requests that the mobile worker doesn’t ring the bell on arrival.
- The appointment’s times couldn’t be updated according to the selected time slot.
- There’s no service appointment ID to use to schedule the appointment.
- A failure occurred while attempting to retrieve information about an appointment.
- A failure occurred while attempting to cancel an appointment.
- Appointment information is missing or formatted incorrectly.
- Data Protection:
- The customer asks for the appointment’s ID.
- The customer attempts to use specific operating hours or scheduling policy.
- The customer attempts to expose work types or work type names.
- The customer asks to change the appointment’s work type, arrival time, or arrival window.
- Customer Outreach:
Outreach messages that didn’t receive a response are escalated. First we send a reminder message:
- When rebooking a scheduled appointment, the reminder is sent 2 hours after the initial message.
- When booking an appointment for Asset Maintenance, the reminder is sent after 80% of the time has passed between the due date and the initial message.
In both cases, after the customer gets the reminder, if they still don’t respond, we wait for an additional 2 hours before escalating the conversation.