Case and account escalation process The case and account escalation process follows several steps from request to completion. A user with the escalation requester role requests an escalation for a case or account. As part of the request, the user provides the following information: The reason for the request Justification for the escalation The escalation severity The escalation template The watch list for the escalation If approval is required, the approval workflow or approvers identified in the escalation template review the request and accept or reject the escalation. Following approval, the agent manages the escalation as it progresses using the escalation form. For example, the agent can add users to the watch list and update the escalation trend. Note: Updates to the escalation form send email notifications to the current user and to users on the watch list. When the issue has been resolved, a user with the de-escalation requester role can de-escalate a case or an account.