---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure escalation management

# Configure escalation management {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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: 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 AllCustomer ServiceAdministrationGuided Setup.
2. On the Getting Started page of the guided setup, select Get Started.
3. In the Case Management category, view the list of tasks to configure the feature.  
   {#configure-escalation-management__table_pz1_qqv_llb__entry__2}

   | Task | Description |
   |-|-|
   | Create escalation templates | An escalation template defines how an escalation request is processed and includes: * Type of escalation request (case or account). * Approval group and subfloware , required when the request goes through an approval process. This triggers the default escalation approval flow. * Escalation watch list. {#configure-escalation-management__ul_gg3_thg_xfc} |
   | Create escalation severity definitions | 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. |
   [Table 1. Escalation Management]

   {#configure-escalation-management__table_pz1_qqv_llb}
4. To perform a task, select Configure.  
   The page in your instance where the configuration is completed is opened.
{#configure-escalation-management__steps_ckx_sxc_kjb}
**Related concepts**   

* [Case and account escalation](https://www.servicenow.com/docs/uDNb10UfbjH_MKOAnGuUHQ "Use the escalation feature to highlight specific cases or accounts and raise awareness of important customer issues.")

*[\>]: and then