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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# De-escalate a case or an account

# De-escalate a case or an account {#ariaid-title1}

Release version: Australia  
Updated June 25, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.
{#de-escalate-csm-case__ul_vwz_mbp_l3c}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.