Case Escalation

Customers can create cases directly in the community. Cases can also be escalated automatically based on keywords, or if a question goes unanswered. Agents can answer within the community or privately.


Research has shown that 67% of consumers prefer to use self-help mechanisms like communities [...] They’d rather solve the problem on their own.”

Patricia Rose, Community Manager, Ping

Help customers help each other.

Customers can post questions to the community and get answers from peers and topic experts, fast. The best answers rise to the top through user voting.

No question goes unanswered.

With self-service connected to Lightning Console for Service, questions that aren't answered through the community can be escalated to your support team.


Make sure customers get the help they need.

Cases can be created automatically based on keywords, or if a question remains unanswered for a specified period of time. 

Agents can respond to the entire community, or to individuals.

Agents can answer within the community, so all can benefit from the solution. For cases that are more sensitive, agents can answer privately.

See what Experience Cloud can do for you.

Discover how to add more community to your business.