Configure escalation management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Escalating a case or account raises awareness about important customer issues, facilitates communication, and enables users to track progress towards a resolution.

    Before you begin

    Role required: csm_guided_setup_user, sn_crm_escalation_admin, sn_crm_foundation_admin or admin

    About this task

    An escalation provides increased attention to a customer issue and provides a way to track the progress made in resolving the issue. Create escalation templates and severity definitions to control the escalation process.

    Procedure

    1. Navigate to All > Customer Service > Administration > Guided Setup.
    2. On the Getting Started page of the guided setup, click Get Started.
    3. In the Case Management category, view the list of tasks to configure the feature.
      Table 1. Escalation Management
      Task Description
      Create escalation templates An escalation template defines how an escalation request is processed and includes:
      • Type of escalation request (case or account).
      • Approval group and subflow, required when the request goes through an approval process. This triggers the default escalation approval flow.
      • Escalation watch list.
      Create escalation severity definitions The escalation severity defines the type of escalation and the color used to represent the cases and accounts of this escalation severity in the user interface.
    4. To perform a task, click Configure.

      The page in your instance where the configuration is completed is opened.