HI,
In my project We are doing service in CRM. Call center is geting the service request and send it to respective service manager. the client wants escalation if the service ticket is not closed with in 48 hrs.
their are three level of escalation starting from 48 hrs, 72 hrs and 96 hrs. Any one worked on Escalation.
Is it possible to do Escalations in SAP CRM.
If Yes, Can it be achived through Configuration or We have to down some Batch jobs.
With Regards,
Selvam