De-escalate a case or an account

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.

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.