---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure escalation management

# Configure escalation management {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

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

## Antes de Iniciar

Role required: sn_crm_escalation_admin, sn_crm_foundation_admin or admin

## Por Que e Quando Desempenhar Esta Tarefa

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.

## Procedimento

1. Navigate to AllCustomer ServiceAdministrationGuided 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.  
   {#configure-escalation-management__table_pz1_qqv_llb__entry__2}

   | 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. {#configure-escalation-management__ul_gg3_thg_xfc} |
   | 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. |
   [Tabela 1. Escalation Management]

   {#configure-escalation-management__table_pz1_qqv_llb}
4. To perform a task, click Configure.  
   The page in your instance where the configuration is completed is opened.
{#configure-escalation-management__steps_ckx_sxc_kjb}
**Conceitos relacionados**   

* [Case and account escalation](https://servicenow-prod.fluidtopics.net/uJ57zy0Y~TM3Nj9ZF2C20Q "Use the escalation feature to highlight specific cases or accounts and raise awareness of important customer issues.")