According to the docs, you can escalate an HR case when you encounter any of the following conditions.
- Are unable to complete the task due to excessive workload.
- Do not have the necessary skills.
- Need help with some part of the HR case.
An escalated HR case is reassigned based on escalation rules.
It sounds like in this circumstance Escalate means the same thing as reassign, except the reassignment is automated based on the escalation rules you've set up.
