From the SmartSolve Portal Page, click the Home tab.
In the Setup and Policy section, click Setup.
In the System Wide section, click Group. Result: The Groups window is displayed.
From the top menu, click Action > Add. Result: The Group entry window is displayed.
Enter the code for and name of the new group.
When creating a review/approval group, click the drop-down arrows and specify the following:
Escalation - Escalation is the action that must occur in the system to ensure that the review process does not stop.
Rule - Rules determine the percentage of approval or rejection responses a record can receive before the routing continues to the next group level or record level.
Click the Save button. Result: The new group has been added and the Detail of the group is displayed.