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Case and account escalation › Manage cases › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Escalate a case or an account

Users with the escalation requester role can escalate a case or account.

Before you begin

Role required:

  • sn_customerservice.escalation_requester, sn_customerservice.deescalation_requester or sn_crm_escalation_admin to escalate a case.
  • sn_customerservice.escalation_requester, sn_customerservice.deescalation_requester, sn_crm_escalation_admin, or sn_crm_account_data_manager to escalate an account.

Procedure

  1. Navigate to the desired case or account.

  2. Click the Escalate Case or the Escalate Account related link.

  3. Fill in the fields on the Escalation form, as needed.

FieldDescription
NumberThe number automatically assigned to the escalation request.
Source RecordThe case or account for which escalation is requested.
Request SourceThe source of the case escalation request:- Customer - Internal
ReasonThe reason for requesting the case escalation:- Inactivity - Lack of Progress - Customer Imposed Deadline
Escalation SeverityThe escalation severity associated with this escalation, which defines the severity level for the escalation and the color used to highlight the escalated record in the user interface.- High Severity: escalated records are highlighted in red. - Medium Severity: escalated records are highlighted in orange.
Escalation TemplateThe escalation template selected by the user who requested the escalation.
Watch ListThe watch list for this escalation record. The watch list includes users on the escalation template and any users that you add for this record. For account escalations, you can Add account team members to watch list.
Assignment groupFor account escalations, the assignment group for this account escalation.
Assigned toFor account escalations, the customer service agent assigned to this account.
Request ByThe user who requested the escalation.
Escalation JustificationAdditional information that explains why this escalation is needed.

  1. Click Submit.

    If the escalation template includes an approval flow, the approvers review the escalation request and either approve or deny the request (provide a reason). Once the escalation request is approved, the customer is notified.

    Note: Multiple escalations cannot be created for the same case.

    For more details see, Case and account escalation.