An escalation template determines how an escalation request is processed and includes the type of escalation (case or account); an approval list or workflow (if approval is required), and an escalation watch list.
https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/create-escalation-template.html
AD is correct.
Create a case or account escalation template
https://docs.servicenow.com/en-US/bundle/vancouver-customer-service-management/page/product/customer-service-management/task/create-escalation-template.html
given answer is correct
https://docs.servicenow.com/bundle/quebec-customer-service-management/page/product/customer-service-management/task/create-escalation-template.html
upvoted 1 times
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