Using the escalations

Added in 24.2.

Note: Before setting the escalation permissions, make sure that you have configured Salesforce in your community. See Configure and set the salesforce integration.

In this guide, you will learn the following:

• Retrieve the escalation permissions
• Set the escalation permissions
• Escalate a case manually
• Configure the automatic escalations
• View the escalation details

We have introduced the following three permissions for escalating a case to Salesforce:

• escalateTopicTweet - Escalate any case to Salesforce.
• escalateOwnTopicTweet - Escalate one's own case to Salesforce.
• allowViewEscalations - View the escalation details.

Retrieve the escalation permissions

You can retrieve the escalation permissions at a core node or role level.

Here is an example GraphQL query to retrieve the escalation permissions:

Core node

query {
  permissionsForCoreNode(id: "community:<YOUR AURORA COMMUNITY>") {
    __typename
    ... on CommunityPermissions {
      escalateTopicTweet {
        access
      }
      escalateOwnTopicTweet {
        access
      }
      allowViewEscalations {
        access
      }
      allowManageEscalations {
        access
      }
    }
  }
}

Role

query {
  permissionsForRole(
    roleKey: { roleName: "SFTestRole", nodeId: "community:<YOUR AURORA COMMUNITY>" }
  ) {
    __typename
    ... on CommunityPermissions {
      escalateTopicTweet {
        access
      }
      escalateOwnTopicTweet {
        access
      }
      allowViewEscalations {
        access
      }
      allowManageEscalations {
        access
      }
    }
  }
}

Here is the response to the GraphQL query:

Core node response

{
  "data": {
    "permissionsForCoreNode": {
      "__typename": "CommunityPermissions",
      "escalateTopicTweet": {
        "access": "GRANTED"
      },
      "escalateOwnTopicTweet": {
        "access": "DENIED"
      },
      "allowViewEscalations": {
        "access": "DENIED"
      },
      "allowManageEscalations": {
        "access": "DENIED"
      }
    }
  }
}

Role response

{
  "data": {
    "permissionsForRole": {
      "__typename": "CommunityPermissions",
      "escalateTopicTweet": {
        "access": "GRANTED"
      },
      "escalateOwnTopicTweet": {
        "access": "DENIED"
      },
      "allowViewEscalations": {
        "access": "DENIED"
      },
      "allowManageEscalations": {
        "access": "DENIED"
      }
    }
  }
}

Set the escalation permissions

You can set the escalation permissions at the following levels:

• Community
• Category
• Role

Here, we are going to grant the following permissions:

• Escalate one's own
• View the escalation details
• Manage the escalation
  Note: This permission must be set at the community level.

Here is the mutation to set the escalations:

Community level

mutation {
  setCommunityPermissions(
    updateInput: {
      escalateTopicTweet: { access: GRANTED }
      escalateOwnTopicTweet: { access: GRANTED }
      allowViewEscalations: { access: GRANTED }
      allowManageEscalations: { access: GRANTED }
    }
  ) {
    result {
      escalateTopicTweet {
        access
      }
      escalateOwnTopicTweet {
        access
      }
      allowViewEscalations {
        access
      }
      allowManageEscalations {
        access
      }
    }
  }
}

Category level

mutation {
  setCategoryPermissions(
    categoryId: "category:sd"
    updateInput: {
      escalateTopicTweet: { access: GRANTED }
      escalateOwnTopicTweet: { access: GRANTED }
      allowViewEscalations: { access: GRANTED }
      allowManageEscalations: { access: DENIED }
    }
  ) {
    result {
      escalateTopicTweet {
        access
        inheritedAccess {
          access
        }
      }
      escalateOwnTopicTweet {
        access
        inheritedAccess {
          access
        }
      }
      allowViewEscalations {
        access
        inheritedAccess {
          access
        }
      }
      allowManageEscalations {
        access
        inheritedAccess {
          access
        }
      }
    }
  }
}

Role level

mutation {
  setCommunityPermissionsForRole(
    roleName: "SFTestRole"
    featureId: "core"
    updateInput: {
      escalateTopicTweet: { access: GRANTED }
      escalateOwnTopicTweet: { access: GRANTED }
      allowViewEscalations: { access: GRANTED }
      allowManageEscalations: { access: DENIED }
    }
  ) {
    result {
      escalateTopicTweet {
        access
        inheritedAccess {
          access
        }
      }
      escalateOwnTopicTweet {
        access
        inheritedAccess {
          access
        }
      }
      allowViewEscalations {
        access
        inheritedAccess {
          access
        }
      }
      allowManageEscalations {
        access
        inheritedAccess {
          access
        }
      }
    }
  }
}

Here is the response to the mutation:

Community response

{
  "data": {
    "setCommunityPermissions": {
      "result": {
        "escalateTopicTweet": {
          "access": "GRANTED"
        },
        "escalateOwnTopicTweet": {
          "access": "GRANTED"
        },
        "allowViewEscalations": {
          "access": "GRANTED"
        },
        "allowManageEscalations": {
          "access": "GRANTED"
        }
      }
    }
  }
}

Category response

{
  "data": {
    "setCategoryPermissions": {
      "result": {
        "escalateTopicTweet": {
          "access": "GRANTED",
          "inheritedAccess": {
            "access": "GRANTED"
          }
        },
        "escalateOwnTopicTweet": {
          "access": "GRANTED",
          "inheritedAccess": {
            "access": "DENIED"
          }
        },
        "allowViewEscalations": {
          "access": "GRANTED",
          "inheritedAccess": {
            "access": "DENIED"
          }
        },
        "allowManageEscalations": null
      }
    }
  }
}

Role response

{
  "data": {
    "setCommunityPermissionsForRole": {
      "result": {
        "readReplyOwnCases": {
          "access": "GRANTED",
          "inheritedAccess": {
            "access": "DENIED"
          }
        },
        "createDirectSupportCase": {
          "access": "GRANTED",
          "inheritedAccess": {
            "access": "GRANTED"
          }
        },
        "allowToCloseOwnCase": {
          "access": "DENIED",
          "inheritedAccess": {
            "access": "DENIED"
          }
        },
        "escalateTopicTweet": {
          "access": "GRANTED",
          "inheritedAccess": {
            "access": "DENIED"
          }
        },
        "escalateOwnTopicTweet": {
          "access": "GRANTED",
          "inheritedAccess": {
            "access": "GRANTED"
          }
        },
        "allowViewEscalations": {
          "access": "GRANTED",
          "inheritedAccess": {
            "access": "DENIED"
          }
        },
        "allowManageEscalations": {
          "access": "DENIED",
          "inheritedAccess": {
            "access": "DENIED"
          }
        }
      }
    }
  }
}

Escalate a case manually

You can escalate a case manually by using the escalateTopicCase mutation.

In this example, we are going to escalate the message (ID: 390) to Salesforce with a reason and comment.

mutation escalateTopicCase {
  escalateMessageToSalesforce(
    id: "message:390"
    includeAttachments: true
    comments: "The discussion was opened for long time and the threshold limit has been exceeded."
    reason: "Threshold limit exceeded."
  ) {
    result
    errors {
      ... on Error {
        __typename
        message
      }
    }
  }
}

Here is the response to the GraphQL mutation:

{
  "data": {
    "escalateMessageToSalesforce": {
      "result": true,
      "errors": null
    }
  }
}

Configure the Automatic escalation

You can configure the automatic escalation for a specific role.

In this example, we are configuring the automatic escalation to a moderator role for the board (ID: testforum) and setting the escalation time in minutes to 2880.

mutation {
  setCaseEscalationSettingsOnNode(
    nodeId: "board:testforum"
    settingsInput: {
      enableManualThreadEscalation: false
      enableManualMessageEscalation: false
      enableUnansweredTopicAutomaticEscalation: true
      unansweredTopicEscalationWaitTime: 2880
      enableUnsolvedThreadAutomaticEscalation: true
      unsolvedThreadEscalationWaitTime: 2880
      automaticEscalationRoleList: "included"
      automaticEscalationExcludedRoleList: ["Moderator"]
      automaticEscalationIncludedRoleList: ["Moderator"]
      stripHtmlFromMessages: true
    }
  ) {
    result
    errors {
      __typename
    }
  }
}

In the mutation, the following fields are described below:

• enableUnansweredTopicAutomaticEscalation - To escalate the unanswered discussion to Salesforce
• enableUnsolvedThreadAutomaticEscalation - To escalate the unsolved discussion to Salesforce

Here is the response to the GraphQL mutation:

{
  "data": {
    "setCaseEscalationSettingsOnNode": {
      "result": true,
      "errors": null
    }
  }
}

View the escalation details

You can view the escalation details when the allowViewEscalations permission is granted to the user.

Here is the query to retrieve the escalation settings:

{
  community {
    caseEscalationSettings {
      canSet {
        failureReason {
          message
        }
      }  
      enableManualThreadEscalation {
        key
        value
      }   
      enableManualMessageEscalation {
        key
        value
      }  
      enableUnansweredTopicAutomaticEscalation {
        key
        value
      }   
      unansweredTopicEscalationWaitTime {
        key
        value
      }   
      enableUnsolvedThreadAutomaticEscalation {
        key
        value
      }    
      unsolvedThreadEscalationWaitTime {
        key
        value
      }   
      automaticEscalationRoleList {
        key
        value
      }    
      automaticEscalationExcludedRoleList {
        key
        value
      }    
      automaticEscalationIncludedRoleList {
        key
        value
      }    
      stripHtmlFromMessages {
        key
        value
      }