Case VS Case Escalation in CSM

[其偉単]

Please tell me the differences between Case VS Case Escalation（or Account Escalation） in CSM.
I am learning the CSME course now. And today I know a new function called "Escalation".
I feel confused. I can not find the differences between Case VS Case Escalation in CSM. Because I realize the function almost the same. A customer met a problem, then they tell the service provider about it. That's it.

[Robbie · Accepted solution]

Hi @其偉単,

Keeping it high level, the main difference between a normal 'Case' and 'Case Escalation' is the underlying process.

A Case follows a standard workflow and process, however, if and when a Case is ever escalated, a separate task is triggered and can be managed separately and in tandem to help resolve the case - with a difference audience etc.

A Case Escalation is a child / related task to the Case. You can't have an Escalated Case without a Case itself if that makes sense.

Let me know if you need more clarity.

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Thanks, Robbie