De-escalate a case or an account

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • The de-escalation requester can de-escalate cases or accounts when the cause of the escalation is resolved.

    Vorbereitungen

    Role required:
    • sn_customerservice.deescalation_requester or sn_crm_escalation_admin to escalate a case.
    • sn_customerservice.deescalation_requester or sn_crm_escalation_admin or sn_crm_account_data_manager to escalate an account.
    sn_customerservice.deescalation_requester

    Warum und wann dieser Vorgang ausgeführt wird

    Prozedur

    1. Navigate to the desired escalation record.
    2. Select De-escalate in the form header.
      This opens the De-escalate Case pop-up window.

      Escalated case form with De-escalate UI action in the form header

    3. Enter the necessary information in the De-escalation Justification field.
    4. Select De-escalate on the window.
      The state of the escalation record changes to Closed.