---
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

# Case and account escalation {#ariaid-title1}

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

Use the case and account escalation feature to highlight specific cases or accounts and
raise awareness of important customer issues.

Escalating cases or accounts facilitates communication about an issue and enables users to
track progress toward a resolution. An escalation provides increased attention to a customer
issue and provides a way to track the progress made in resolving the issue. Escalation is an
internal process that is not exposed to customers. For more information, see [Case and account escalation overview](https://servicenow-prod.fluidtopics.net/C~nWezk7uFcSqZHgU2sOqA "Use the escalation feature to highlight specific cases or accounts and raise awareness of important customer issues.").

Users with the escalation requester role can request and manage case and account escalations.
Users with the de-escalator role can de-escalate cases and accounts.
**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.")