---
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


---

# De-escalate a case or an account

# De-escalate a case or an account {#ariaid-title1}

* Release version: Xanadu
* 
* Updated March 27, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Users with the de-escalation requester role can de-escalate cases or accounts when
the cause of the escalation is resolved.

## Before you begin

Role required: sn_customerservice.deescalation_requester

## About this task

## Procedure

1. Navigate to the desired escalation record.
2. Click De-escalate in the form header.  
   This opens the De-escalate Case pop-up window.

3. Enter the necessary information in the De-escalation Justification field.
4. Click De-escalate on the window.  
   The state of the escalation record changes to Closed.