Case and account escalation
Summarize
Summary of Case and Account Escalation
The escalation feature in ServiceNow allows users to highlight critical cases or accounts, ensuring that important customer issues receive the necessary attention. Escalating a case or account enhances communication and enables tracking of resolution progress.
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Key Features
- Roles: Users with the escalation requester role can escalate cases or accounts via the Escalate Case link on the respective form.
- Management: Case escalations are typically managed by customer service agents, while account escalations are overseen by escalation managers, who handle multiple associated cases.
- Configuration Tasks: System administrators can configure escalation management, create escalation templates, and define escalation severity levels with corresponding color indicators.
- User Tasks: Users can escalate cases or accounts, manage escalated records, de-escalate once resolved, and optionally include an approval process for escalations.
Key Outcomes
By implementing case and account escalation, customers can expect improved issue resolution processes, better visibility of critical cases, and efficient tracking of escalated issues through designated roles and color-coded indicators in the interface.
Use the escalation feature to highlight specific cases or accounts and raise awareness of important customer issues.
- Increases attention about a customer issue.
- Facilitates communication about that issue.
- Provides a way to track progress toward a resolution.
Users with the escalation requester role can escalate a case or an account by selecting the Escalate Case related link on the case or account form.
Case and account escalation differences
- 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.
Configuring case and account escalation
The following table includes an overview of case and account escalation configuration tasks. Users with the system administrator role can perform these tasks.
| Task | Description |
|---|---|
| Configure escalation management | Configure case and account escalation using Customer Service Management guided setup. |
| Create a case or account escalation template | 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 | Create definitions for different levels of escalation severity and select color indicators to highlight escalated cases and accounts in the user interface. |
Using case and account escalation
The following table includes an overview of case and account escalation user tasks.
| Task | Description |
|---|---|
| Escalate a case or an 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 | 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:
|
| De-escalate a case or an account | 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. |