---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Case and account escalation components

# Case and account escalation components {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

The roles, modules, and tables installed with the case and account escalation feature.

## Roles {#case-escalation-components__section_kmm_3qq_kbb}

Roles included with the case and account escalation feature.{#case-escalation-components__table_c5m_z5h_lbb__entry__2}

| Role | Description |
|-|-|
| Escalation requester (sn_customerservice.escalation_requester) | Can request an escalation for a case or account. |
| De-escalation requester (sn_customerservice.deescalation_requester) | Can de-escalate a case or account. This role contains the sn_customerservice.escalation_requester role. |
[Table 1. Different roles with the case and account escalation feature]

{#case-escalation-components__table_c5m_z5h_lbb}

## Escalation modules {#case-escalation-components__section_qd4_s3g_lbb}

The case and account escalation feature adds the Escalations module to the Customer Service menu:

* All: lists all escalation records for cases and accounts.
* Escalation Templates: lists the case and account escalation templates.
* Escalation Severity: lists the types of escalation severity.
{#case-escalation-components__ul_wp5_chr_kbb}

This feature also adds a list of escalated cases to the Customer Service menu: Customer ServiceCasesEscalated

## Tables {#case-escalation-components__section_q35_yzq_kbb}

Tables included with the case and account escalation feature:{#case-escalation-components__table_yhw_kvh_lbb__entry__2}

| Table | Description |
|-|-|
| Escalation Templates \[sn_customerservice_escalation_template\] | Stores escalation template records. |
| Escalations \[sn_customerservice_escalation\] | Stores records created for escalated cases and accounts. |
| Escalation Severities \[sn_customerservice_escalation_severity\] | Stores escalation severity definition records. |
[Table 2. Different tables with the case and account escalation feature]

{#case-escalation-components__table_yhw_kvh_lbb}

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