How to provide access to view the recommended actions in Escalation Review

Modified on Wed, 10 Apr 2024 at 11:00 AM


To provide access to view the recommended actions in the Escalation Review, the user or the agent should have the edit case and edit customer permission enabled which restricts their ability to view actions such as leaving case notes, reassigning cases, and editing case fields. To enable these permissions, please follow the below steps: 


  1. Navigate to "Control Center" → "Manage Users".
  2. Scroll to the right side of the user table and locate the "Edit Case" and "Edit Customer" options.
  3. Click on the button to enable the options for the user.


We have attached a GIF video highlighting the relevant settings. 



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