---
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


---

# Case and account escalation

# Case and account escalation {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

Use the escalation feature to highlight specific cases or accounts and raise awareness
of important customer issues.
Escalating a case or an account provides the following benefits:

* Increases attention about a customer issue.
* Facilitates communication about that issue.
* Provides a way to track progress toward a resolution.
{#customer-service-case-escalation__ul_kl3_qbk_spb}

Users with the escalation requester role can [escalate a case or an account](https://servicenow-prod.fluidtopics.net/8WdV_sIiKX6L~Omk0pyMCA "Users with the escalation requester role can escalate a case or account.") by selecting the Escalate Case related link on the case or account form.

## Case and account escalation differences {#customer-service-case-escalation__section_oty_gfk_spb}

While the escalation process is similar for cases and accounts, there are some important differences to note.

* Case escalations: A customer service agent typically manages a case escalation and works directly with the escalated case to resolve the issue.
* Account escalations: An escalation manager typically manages an account escalation, which can include multiple associated cases, and records details in the escalation record.

{#customer-service-case-escalation__ul_fr4_lfk_spb}For more information, see [Case and account escalation differences](https://servicenow-prod.fluidtopics.net/0oDnbw4F~DvR0g4rD65yyw "An overview of the differences between case escalations and account escalations.").

## Configuring case and account escalation {#customer-service-case-escalation__section_flq_y1l_spb}

The following table includes an overview of case and account escalation configuration tasks.
Users with the system administrator role can perform these tasks.  
{#customer-service-case-escalation__table_case_escalation_config__entry__2}

| Task | Description |
|-|-|
| [Configure escalation management](https://servicenow-prod.fluidtopics.net/sdTSFP3ukj20InF2OBjEUA "Escalating a case or account raises awareness about important customer issues, facilitates communication, and enables users to track progress towards a resolution.") | Configure case and account escalation using Customer Service Management guided setup. |
| [Create a case or account escalation template](https://servicenow-prod.fluidtopics.net/4SDZi9wBTwdGgwsEo1bZrw "Create a template for each type of case or account escalation.") | Escalation templates determine how an escalation request is processed, including the type of escalation and an optional approval process. |
| [Create a case or account escalation severity](https://servicenow-prod.fluidtopics.net/midOoRKdLonyRp9E0Z6W3A "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.") | Create definitions for different levels of escalation severity and select color indicators to highlight escalated cases and accounts in the user interface. |
[Tabela 1. Case and account escalation configuration tasks]

{#customer-service-case-escalation__table_case_escalation_config}

## Using case and account escalation {#customer-service-case-escalation__section_sgy_2pk_spb}

The following table includes an overview of case and account escalation user tasks.  
{#customer-service-case-escalation__table_case_escalation_use__entry__2}

| Task | Description |
|-|-|
| [Escalate a case or an account](https://servicenow-prod.fluidtopics.net/8WdV_sIiKX6L~Omk0pyMCA "Users with the escalation requester role can escalate a case or account.") | Escalate cases or accounts, either on behalf of customers or for internal purposes. Escalating a case or account creates an associated escalation record. Role required: escalation requester |
| [Manage an escalated case or account](https://servicenow-prod.fluidtopics.net/8KrLkXAbXjhFrBiHcCmYwA "Manage and document the progress for an escalation using the case or account escalation record.") | Manage a case or account through the escalation process using the escalation record. The system identifies cases and accounts on lists and forms with color indicators that correspond to the escalation severity: red (high) or orange (medium). Role required: * Customer service agent * Escalation manager {#customer-service-case-escalation__ul_abm_xpk_spb} |
| [De-escalate a case or an account](https://servicenow-prod.fluidtopics.net/bFCHix_vixWIryTEw~pSCQ "The de-escalation requester can de-escalate cases or accounts when the cause of the escalation is resolved.") | De-escalate cases or accounts when the cause of the escalation is resolved. Role required: de-escalation requester |
| Use an optional escalation approval process | Include an optional approval step for approvers to review a request and either approve or reject an escalation. When using the optional approval step, the system creates the escalation record upon approval and associates it with the case or account. |
[Tabela 2. Case and account escalation user tasks]

{#customer-service-case-escalation__table_case_escalation_use}