Configure escalation management

task brazil Updated Sep 10, 2026 1 min read configure-escalation-management.md

Escalating a case or account raises awareness about important customer issues, facilitates communication, and enables users to track progress towards a resolution.

Before you begin

Role required: csm_guided_setup_user, sn_crm_escalation_admin, sn_crm_foundation_admin or admin

About this task

An escalation provides increased attention to a customer issue and provides a way to track the progress made in resolving the issue. Create escalation templates and severity definitions to control the escalation process.

Procedure

Navigate to All > Customer Service > Administration > Guided Setup.
On the Getting Started page of the guided setup, click Get Started.
In the Case Management category, view the list of tasks to configure the feature.

Task	Description
Create escalation templates	An escalation template defines how an escalation request is processed and includes: - Type of escalation request (case or account). Approval group and subflow, required when the request goes through an approval process. This triggers the default escalation approval flow. Escalation watch list.
Create escalation severity definitions	The escalation severity defines the type of escalation and the color used to represent the cases and accounts of this escalation severity in the user interface.

Task

Description

Create escalation templates

An escalation template defines how an escalation request is processed and includes: - Type of escalation request (case or account).

Approval group and subflow, required when the request goes through an approval process. This triggers the default escalation approval flow.
Escalation watch list.

Create escalation severity definitions

The escalation severity defines the type of escalation and the color used to represent the cases and accounts of this escalation severity in the user interface.

4. To perform a task, click **Configure**.

The page in your instance where the configuration is completed is opened.

Related topics

Case and account escalation

71 lines · 2.4 KB Wrap lines

---
title: Configure escalation management
description: Escalating a case or account raises awareness about important customer issues, facilitates communication, and enables users to track progress towards a resolution.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/configure-escalation-management.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Case and account escalation, Configure case management, Case management, Organize agent workspaces, Configure, Customer Service Management]
---

# Configure escalation management

Escalating a case or account raises awareness about important customer issues, facilitates communication, and enables users to track progress towards a resolution.

## Before you begin

Role required: csm\_guided\_setup\_user, sn\_crm\_escalation\_admin, sn\_crm\_foundation\_admin or admin

## About this task

An escalation provides increased attention to a customer issue and provides a way to track the progress made in resolving the issue. Create escalation templates and severity definitions to control the escalation process.

## Procedure

1.  Navigate to **All** &gt; **Customer Service** &gt; **Administration** &gt; **Guided Setup**.

2.  On the Getting Started page of the guided setup, click **Get Started**.

3.  In the Case Management category, view the list of tasks to configure the feature.

<table id="table_pz1_qqv_llb"><thead><tr><th>

Task

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Create escalation templates

</td><td>

An escalation template defines how an escalation request is processed and includes: -   Type of escalation request \(case or account\).
-   Approval group and subflow, required when the request goes through an approval process. This triggers the default escalation approval flow.
-   Escalation watch list.


</td></tr><tr><td>

Create escalation severity definitions

</td><td>

The escalation severity defines the type of escalation and the color used to represent the cases and accounts of this escalation severity in the user interface.

</td></tr></tbody>
</table>4.  To perform a task, click **Configure**.

    The page in your instance where the configuration is completed is opened.


**Related topics**  


[Case and account escalation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/customer-service-case-escalation.md)