Case and account escalation differences

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Case and Account Escalation Differences

    This content explains the key distinctions between case escalations and account escalations within customer service management, helping ServiceNow customers understand how to manage and track escalations effectively depending on whether they pertain to individual cases or entire accounts.

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    Case Escalations

    • Managed typically by a customer service agent focusing on resolving a single case.
    • The escalation record is mainly for status reporting, while the case record holds the problem resolution details.
    • SLAs are associated with the case record because the agent updates the case directly.
    • Uses case escalation templates and may automatically include the manager of the case assignment group in approval workflows.
    • No separate escalation assignment field since the escalation corresponds directly to one case managed by one agent.
    • Escalation updates are added to the Work notes field on the case record.
    • Does not automatically add an account team to the escalation watch list.

    Account Escalations

    • Typically managed by an account escalation manager overseeing multiple related cases.
    • The escalation record consolidates the status of all associated cases and provides regular updates.
    • SLAs are linked to the escalation record (account level) rather than individual case records.
    • Uses account escalation templates and does not auto-add the manager of the case assignment group in approval workflows, due to multiple cases involved.
    • Includes a separate Assigned to field because multiple cases may be assigned to different agents; typically assigned to an escalation manager due to higher severity.
    • Optionally adds an account team automatically to the escalation watch list.
    • Updates to the escalation record are not added to the account record directly.

    Practical Implications for ServiceNow Customers

    Understanding these differences enables you to:

    • Choose the appropriate escalation type based on whether you are managing a single case or multiple cases across an account.
    • Leverage correct templates and workflows tailored to case or account escalations.
    • Assign escalations properly to agents or escalation managers to ensure accountability and efficient resolution.
    • Track SLAs accurately at the case or account level to meet service commitments.
    • Use watch lists effectively to keep relevant teams informed depending on escalation scope.

    An overview of the differences between case escalations and account escalations.

    • Case escalations: A customer service agent typically manages a case escalation and performs most of the problem resolution work, which is recorded in the case record. For case escalations, the escalation record is used primarily for status reporting purposes. The escalation SLA is also associated with the case record rather than the escalation record because that is where the agent provides regular updates.
    • Account escalations: An account escalation manager typically manages an account escalation because it is associated with multiple underlying cases. An account manager works with multiple case owners to resolve the customer escalation and uses the escalation record to consolidate the status of the associated cases and provide regular updates. Therefore, the SLA is associated with the escalation record.
    Table 1. Case and account escalation differences
    Feature Case Escalation Account Escalation
    Relationships Corresponds one-to-one to a case. Corresponds one-to-one to an account. Users can link specific cases to the escalation record to indicate which cases are causing the escalation.
    Templates Uses case escalation templates. Uses account escalation templates.
    Approval workflow Includes an option to automatically add the manager of the case assignment group to the approver list when using the default approval workflow. Does not include an option to automatically add the manager of the case assignment group to the approver list because an account escalation can be associated with multiple cases.
    Escalation assignment Does not include a separate assignment. A case escalation corresponds to an individual case and the customer service agent manages the escalation. Includes a separate assignment. An account escalation can have multiple associated cases that are assigned to different agents so the escalation record includes an Assigned to field. An account escalation is typically assigned to an escalation manager because account escalations are typically more serious than case escalations.
    Watch list Does not include an option to automatically add an account team to the escalation watch list. Includes an option to automatically add an account team to the escalation watch list.
    Escalation updates added to case Updates to the escalation record are also added to the Work notes field on the corresponding case record. Updates to the escalation record are not added to the account record.
    SLAs The case escalation SLAs provided with the escalation feature are attached to the case. The account escalation SLAs provided with the escalation feature are attached to the account.