How to create an escalation process pathways document

Francisco Oller Garcia

Has anyone built an escalation steps document?

I need to create a document in which I identify risk factors/flags, what's the impact of that flag, how handle it, how we mitigate it and success criteria.

I have searched all over the internet for a template to build off of but most are support focused and not CS.

Jeff Breunsbach

Hey @Francisco Oller Garcia - here's a start that I found via Google:

https://www.customersuccessfieldguide.com/fieldguide/establish-your-risk-management-framework-part-3

It helps to showcase how you can identify the factors that might create escalations.

Risk playbooks section has some good ideas.