Standard way of Handling Escalation process in CRM Complaint Management

Dear experts,
What is the standard way of mapping Escalation process in SAP CRM Complaints management?
We need to escalate the complaint to next level if it is not resolved with in the a specific time.
How can we configure this scenario in SAP CRM. Please help me to solve this issue. Your help will be highly appreciated.
Thank you
Raghu ram

Hi Arup,
We are setting up a Complaints Mgmt system for our client.
They have a very standard process of handling complaints.
The complaints are created in the system and assigned to a CR Agent. The CR agent then forwards to the respective department for investigation. Once the investigation is compelete the department sends it back to the CR who then decides whether the Complaint is justified or not.
If it is justifed and there is a money refund involved then there is a limit to what the CR agent can approve. If its more than his limit somebody from higher authority needs to approve it. My quesiton to you is:
- How is the complaint assigned to the CR agent. Do I need to replicate the Org strucutre from HR into CRM? If yes, then once I have the org structure where do I do the CR assignment?
- Secondly how does the CR agent assign the complaint to other department for investigation. Is this through CRM Complaint Activity or there is another way for it?
- Third once the investigation is complete and the required department needs to send the feedback how will this be sent back to the CR for making the final decision. Is there a workflow?
- Finally how can we setup the cap limits like if there is a money refund to the customer from the complaint then if the the amount is between 0 and 500 a CR should be able to approve it, if the amount is between 500 - 1000 the manager should be able to approve it, how can this be setup?
Many thanks
AA

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