---
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: "2026-06-25"
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**.