If you have rights, you can escalate cases from within the community whenever customers post a discussion marked as a question, and you can see the status of cases that have been escalated manually or automatically.
Escalating Cases Manually
If you have the correct permissions within a space or group, you can escalate a discussion as a case manually, rather than wait for it to be auto-escalated.
Viewing Case Information in Jive
If a case was escalated from within Jive, and you have the correct permissions within a space or group, you can view information about a case's status directly within the community.
Jive Information Included in Cases
When a Jive discussion is escalated to a Salesforce case, many of the elements of the discussion are used to populate fields in Salesforce.