---
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


---

# Configure escalation management

# Configure escalation management {#ariaid-title1}

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

Escalating a case or account raises awareness about important customer issues,
facilitates communication, and enables users to track progress towards a
resolution.

## Before you begin

Role required: admin

## About this task

An escalation provides increased attention to a customer issue and provides a way to
track the progress made in resolving the issue. Create escalation templates and
severity definitions to control the escalation process.

## Procedure

1. Navigate to AllCustomer ServiceAdministrationGuided Setup.
2. On the Getting Started page of the guided setup, click Get Started.
3. In the Case Management category, view the list of tasks to configure the feature.  
   {#configure-escalation-management__table_pz1_qqv_llb__entry__2}

   | Task | Description |
   |-|-|
   | Create escalation templates | An escalation template determines how an escalation request is processed and includes the type of escalation (case or account), an approval list or workflow (if approval is required), and an escalation watch list. |
   | Create escalation severity definitions | 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. |
   [Table 1. Escalation Management]

   {#configure-escalation-management__table_pz1_qqv_llb}
4. To perform a task, click Configure.  
   The page in your instance where the configuration is completed is opened.
{#configure-escalation-management__steps_ckx_sxc_kjb}
**Related concepts**   

* [Case and account escalation](https://servicenow-prod.fluidtopics.net/C~nWezk7uFcSqZHgU2sOqA "Use the escalation feature to highlight specific cases or accounts and raise awareness of important customer issues.")

*[\>]: and then