Case and account escalation
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.
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. Users with the Account Data Manager (sn_crm_account_data_manager) and Escalation Administrator (sn_crm_escalation_admin) roles can request, manage, and de-escalate account escalations.
Related topics
--- title: Case and account escalation description: Use the case and account escalation feature to highlight specific cases or accounts and raise awareness of important customer issues. locale: en-US canonical_url: https://www.servicenow.com/docs/r/customer-service-management/use-case-account-escalation.html release: brazil topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 1 breadcrumb: [Manage cases, Use, Customer Service Management] --- # Case and account escalation 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/customer-service-case-escalation.md). 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. Users with the Account Data Manager \(sn\_crm\_account\_data\_manager\) and Escalation Administrator \(sn\_crm\_escalation\_admin\) roles can request, manage, and de-escalate account escalations. **Related topics** [Case and account escalation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/customer-service-case-escalation.md)
| title | Case and account escalation |
| description | Use the case and account escalation feature to highlight specific cases or accounts and raise awareness of important customer issues. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/customer-service-management/use-case-account-escalation.html |
| release | brazil |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Manage casesUseCustomer Service Management |