CIS-CSM: Certified Implementation Specialist - Customer Service Management

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QuestionQ17

VerifiedCustomer Service Management System Setup and Configuration

A customer service agent wants to escalate an account but cannot use the Escalate Account related link on the Account form. What might prevent the customer service agent from using it?

Choose two
Explanation

Account escalation requires an authorized escalation role, including sn_customerservice.escalation_requester. An account that already has an open escalation cannot be escalated again until that escalation is no longer open. Approval flows are optional components of an escalation template, and the activity status of a parent account is not an account-escalation prerequisite.

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