Solutions Handovers
Case escalation
Work that has waited too long moves up on its own, with its history attached.
01 / What it looks like running
Start to finish, and where a person still comes in.
01 / Trigger A case passes its threshold
02 / Automated Escalated to the right level
03 / Automated History and prior replies attached
04 / Automated Both sides told
05 / Needs a person The judgement call
Automated Needs a person 3 of 5 run without anyone
02 / What stops happening
6 steps become 1.
The struck lines are the ones nobody performs after this is live.
- A case sits longer than it should
- Nobody notices until the customer complains
- Someone escalates it by forwarding an email
- The next person asks what has already been tried
- The history is reconstructed from memory
- The judgement call about what to do
03 / Built on
In your tenant, under your licences.
- Power Automate
- Dataverse
- Microsoft 365
Yours may differ. What a process runs on is decided by what it touches, not by what we prefer building with.
Does yours run like this?
It probably runs nearly like this, with two steps that are entirely your own. Those two are the interesting part.