Service level agreements require to control due dates for projects, case resolution, tasks, and the escalation to managers when the dates are not met.
In Holmes CRM, different types of workflow documents (such as Cases, Tasks, Projects) have a due date.
If the document is not closed by the due date, an escalation event is generated, which triggers an alert.
Alerts are sent by e-mail and displayed in the Console of the application, to a number of managers, associated with an escalation level.
We can define different levels of escalation, each level has a duration, afterwards, if the document is still open, a new escalation is triggered, of higher level.
In this way, we can notify first line managers, then go up in the hierarchy, as defined by the business requirements.
We can define more than one escalation matrix, each with different escalation levels and managers.
