De-escalate a case or an account

Users with the de-escalation requester role can de-escalate cases or accounts when the cause of the escalation is resolved.

Before you begin

Role required: sn_customerservice.deescalation_requester

About this task

Procedure

1. Navigate to the desired escalation record.
2. Click 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. Click De-escalate on the window.
   The state of the escalation record changes to Closed.