What method is suggested for Universal Containers to effectively measure case escalation?

The suggested method for Universal Containers to effectively measure case escalation involves creating a case report that displays all cases across tiers filtered by an escalation flag. This approach provides a clear and organized way to visualize the instances of case escalation, allowing for straightforward analysis of how many cases are being escalated, the reasons for escalation, and which tiers are most affected.

By utilizing the escalation flag, the report can specifically highlight those cases that require attention at a higher support level, thus enabling management and support teams to track trends, identify issues in handling, and evaluate the performance of different tiers. Additionally, this method fosters better decision-making by enabling data-driven assessments of the escalation processes.

In contrast, other methods such as creating approval processes or custom triggers may impose additional workflows that complicate the escalation process rather than offering a straightforward measurement. For instance, an approval process can delay responsiveness and may not necessarily reflect the number of escalated cases, while custom triggers, although useful for logging changes, may not provide a comprehensive view of case escalations as effectively as a report designed for analysis would. Creating a report that sorts cases by owner, while informative, does not specifically focus on escalations, making it less targeted in measuring this particular aspect of case management.