De-escalate a case or an account
task australia Updated Sep 10, 2026 1 min read de-escalate-csm-case.md
The de-escalation requester can de-escalate cases or accounts when the cause of the escalation is resolved.
Before you begin
Role required:
- sn_customerservice.deescalation_requester or sn_crm_escalation_admin to escalate a case.
- sn_customerservice.deescalation_requester or sn_crm_escalation_admin or sn_crm_account_data_manager to escalate an account.
sn_customerservice.deescalation_requester
About this task
Procedure
-
Navigate to the desired escalation record.
-
Select De-escalate in the form header.
This opens the De-escalate Case pop-up window.
-
Enter the necessary information in the De-escalation Justification field.
-
Select De-escalate on the window.
The state of the escalation record changes to Closed.
43 lines · 1.3 KB
---
title: De-escalate a case or an account
description: The de-escalation requester can de-escalate cases or accounts when the cause of the escalation is resolved.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/de-escalate-csm-case.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Case and account escalation, Manage cases, Use, Customer Service Management]
---
# De-escalate a case or an account
The de-escalation requester can de-escalate cases or accounts when the cause of the escalation is resolved.
## Before you begin
Role required:
- sn\_customerservice.deescalation\_requester or sn\_crm\_escalation\_admin to escalate a case.
- sn\_customerservice.deescalation\_requester or sn\_crm\_escalation\_admin or sn\_crm\_account\_data\_manager to escalate an account.
sn\_customerservice.deescalation\_requester
## About this task
## Procedure
1. Navigate to the desired escalation record.
2. Select **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. Select **De-escalate** on the window.
The state of the escalation record changes to **Closed**.
| title | De-escalate a case or an account |
| description | The de-escalation requester can de-escalate cases or accounts when the cause of the escalation is resolved. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/de-escalate-csm-case.html |
| release | australia |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Case and account escalationManage casesUseCustomer Service Management |