How do agents escalate customer issues in Salesforce AgentBlazer?

Agents escalate customer issues in Salesforce AgentBlazer by changing the case status to "Escalated" and notifying supervisors. This process formally indicates that the issue requires additional attention or resources, often because the initial handling has not resolved the customer's concerns to their satisfaction. By changing the case status in this manner, it triggers the necessary workflows and alerts within the system, enabling supervisors to quickly assess and provide appropriate support or resources to resolve the issue.

Notifying supervisors after detailing the escalation is also crucial as it ensures that there's a clear communication channel and the case can be prioritized correctly. This approach is part of effective case management, allowing agents to focus on providing quality service while keeping higher-level management informed and involved in more complex situations when necessary. Trying to resolve the issue by simply marking the case as "Resolved" or closing it does not facilitate proper escalation and might leave the customer without the necessary support. Additionally, creating a new case for the issue would result in confusion and inefficiency, as it doesn't leverage the existing case history or context.