What is escalation management in SAP CRM-BTX-CTR-SCO - Service Contract?

SAP Term: escalation management

• Component: CRM-BTX-CTR-SCO

• Component Name: Service Contract

• Description: Process flow of transactions in the system in order to keep the time frames that were agreed upon in Service Level Agreements SLAs. The system takes care of both monitoring deadlines and notifying the appropriate employees in the case of a missed deadline.

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• Key Concepts: 
  Escalation management is a feature of SAP Service Contract Management (SCM) that helps to ensure that customer service issues are addressed in a timely manner. It allows users to set up rules and thresholds for when an issue should be escalated to a higher level of support. This helps to ensure that customer service issues are addressed quickly and efficiently. 
  
  How to use it: 
  In order to use escalation management, users must first set up rules and thresholds for when an issue should be escalated. This can be done by setting up a timeline for when an issue should be escalated, as well as setting up specific criteria for when an issue should be escalated. Once these rules and thresholds have been set up, the system will automatically escalate any issues that meet the criteria. 
  
  Tips & Tricks: 
  When setting up escalation rules and thresholds, it is important to consider the customer’s needs and expectations. For example, if the customer expects a response within 24 hours, then the escalation rule should reflect this expectation. Additionally, it is important to consider the severity of the issue when setting up escalation rules and thresholds. For example, if an issue is more severe, then it should be escalated more quickly than a less severe issue. 
  
  Related Information: 
  For more information on SAP Service Contract Management (SCM) and escalation management, please refer to the SAP Help Portal or contact your local SAP representative.