You use the Escalations application to create escalation records. You can use escalations to escalate workflow assignments before they time out in the Inbox for the recipient.
When you assign specific steps in a workflow process to employees, those assignments display in their Inbox. If the assignments are not completed promptly, they time out in the Inboxes for the recipients. When this event happens, you can use escalations to assign the tasks to other people. Escalations help to get tasks completed on time and help to prevent work backlogs.
An action group is a type of action record that includes multiple actions and a sequence to use when performing the actions. Escalations are always associated with action groups.
You can associate an action group with an escalation in either of the following ways:
For complete information on the Escalations application, see the help for the Escalations application in the Knowledge Center for your product.