Case escalation is the automated or manual process of forwarding unresolved customer service issues to higher-tier support teams for resolution. This feature ensures that critical problems receive immediate attention, reducing customer frustration and improving service quality. CRM-integrated case escalation systems categorize cases based on urgency, complexity, and SLA (Service Level Agreement) commitments. Automated workflows trigger escalations when predefined conditions are met, ensuring a seamless resolution process. Businesses use case escalation to maintain high support standards, reduce response times, and enhance overall customer experience.