Create a case or account 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. Before you beginRole required: admin Procedure Navigate to Customer Service > Escalation Severity. Click New. Enter a Name for the severity. In the Style field, enter a color. To configure additional escalation severity records, the system administrator must configure a new style with the desired color. For more information, see Define field styles. Click Submit.