---
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 process

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

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

The case and account escalation process follows several steps from request to
completion.
1. A user with the escalation requester role requests an escalation for a case or account. As part of the request, the user provides the following information:
   * The reason for the request
   * Justification for the escalation
   * The [escalation severity](https://servicenow-prod.fluidtopics.net/54wWth73Jvtl3QhsjtXpyA#administer-case-account-escalation__section_escalation_severity)
   * The [escalation template](https://servicenow-prod.fluidtopics.net/54wWth73Jvtl3QhsjtXpyA#administer-case-account-escalation__section_escalation_template)
   * The watch list for the escalation
   {#case-escalation-process__ul_of2_5pg_lbb}
2. If approval is required, the approval workflow or approvers identified in the escalation template review the request and accept or reject the escalation.
3. Following approval, the agent manages the escalation as it progresses using the [escalation
   form](https://servicenow-prod.fluidtopics.net/YC6QwwMs4CC85qBEDDf9VA "Customer service agents use the Escalation form to manage escalations for cases and accounts."). For example, the agent can add users to the watch list and update the escalation trend.  
   Note:  
   Updates to the escalation form send email notifications to the current user and to users on the watch list.
4. When the issue has been resolved, a user with the de-escalation requester role can de-escalate a case or an account.
{#case-escalation-process__ol_cjp_fzq_kbb}