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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Case and account escalation components

# Case and account escalation components {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The roles, modules, and tables installed with the case and account escalation feature.

## Roles {#case-escalation-components__section_kmm_3qq_kbb}

Roles included with the case and account escalation feature.{#case-escalation-components__table_c5m_z5h_lbb__entry__2}

| Role | Description |
|-|-|
| Escalation requester (sn_customerservice.escalation_requester) | Can request an escalation for a case or account. |
| De-escalation requester (sn_customerservice.deescalation_requester) | Can de-escalate a case or account. This role contains the sn_customerservice.escalation_requester role. |
| Account Data Manager (sn_crm_account_data_manager) | Can request, view, update and delete an escalation for an account. |
| Escalation Configuration Viewer (sn_crm_escalation_config_viewer) | Can view all the escalation records, and Escalation Templates, and Escalation Severity modules. |
| Escalation Administrator (sn_crm_escalation_admin) | * Can create, update, view, and delete an escalation for an account escalation, escalation template, escalation severity. * Can request an escalation for a case or account. * Can de-escalate an account. {#case-escalation-components__ul_bt1_5st_l3c} This role contains Escalation requester (sn_customerservice.escalation_requester), De-escalation requester (sn_customerservice.deescalation_requester), and Escalation Configuration Viewer (sn_crm_escalation_config_viewer) roles. |
[Table 1. Different roles with the case and account escalation feature]

{#case-escalation-components__table_c5m_z5h_lbb}

## Escalation modules {#case-escalation-components__section_qd4_s3g_lbb}

The case and account escalation feature adds the Escalations module to the Customer Service menu:

* All: lists all escalation records for cases and accounts.
* Escalation Templates: lists the case and account escalation templates.
* Escalation Severity: lists the types of escalation severity.
{#case-escalation-components__ul_wp5_chr_kbb}

This feature also adds a list of escalated cases to the Customer Service menu: Customer ServiceCasesEscalated

## Tables {#case-escalation-components__section_q35_yzq_kbb}

Tables included with the case and account escalation feature:{#case-escalation-components__table_yhw_kvh_lbb__entry__2}

| Table | Description |
|-|-|
| Escalation Templates \[sn_customerservice_escalation_template\] | Stores escalation template records. |
| Escalations \[sn_customerservice_escalation\] | Stores records created for escalated cases and accounts. |
| Escalation Severities \[sn_customerservice_escalation_severity\] | Stores escalation severity definition records. |
[Table 2. Different tables with the case and account escalation feature]

{#case-escalation-components__table_yhw_kvh_lbb}

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