---
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/australia/customer-service-management/configure-escalation-management.html
release: australia
topic_type: task
last_updated: "2026-03-12"
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** > **Customer Service** > **Administration** > **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/australia/markdown/australia/customer-service-management/customer-service-case-escalation.md)