Escalate a Client or Transaction
Client transactions can be escalated—to a Partner or Manager, for example—via the right-click context menu option in the Client List, Clients with Outstanding Fees grid. The same context menu offers the option to De-escalate, or reverse an escalation.
Similarly, individual transactions can be escalated (or De-escalated) via the right-click context menu option in the Client List, Outstanding Fees grid.
Escalation does not change the Credit Controller assigned to the Client. For help with this, see Change Credit Controller.
Escalate
To escalate a Client:
-
In the Clients with Outstanding Fees grid, right-click the relevant Client row, and select Escalate from the context menu.
The Staff Selector is displayed.
To escalate a Transaction:
-
In the Outstanding Fees grid, right-click the relevant Transaction row, and select Escalate from the context menu.
The Staff Selector is displayed.
In each case, when a Staff member is selected, the Client or transaction is escalated to them, and the Escalated cell on the Client or Transaction row is updated to display the selected Staff's Surname and Forename.
Staff can see any transactions that are Escalated to them by setting the Credit Control Advanced Filter accordingly.
SQL/Email notifications might also be configured in your organisation’s implementation of Credit Control. Check with your system administrator.
De-escalate
To De-escalate a Client:
- In the Clients with Outstanding Fees grid, right-click the relevant Client row, and select De-escalate from the context menu.
To De-escalate a transaction:
-
In the Outstanding Fees grid, right-click the relevant Transaction row, and select De-escalate from the context menu.
In either case, the previously selected Staff's Surname and Forename are cleared from the Escalated cell on the Client or Transaction row.