De-escalate a case or an account

  • Release version: Xanadu
  • Updated March 27, 2025
  • 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.

      Escalated case form with De-escalate UI action in the form header

    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.