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2 weeks ago - edited 2 weeks ago
Core Case Features: Overview
Case management supports multiple personas: customers, agents, and admins, each interacting with core case features in different ways.
Customers:
Customers or consumers engage with Case Management when they need support. Common channels of customer touchpoints today include, but are not limited to: web (e.g. through the customer/consumer portal), chat, email, phone, text, etc.
Key Concepts:
- Customer/Consumer Portal: A branded web interface where customers can submit and monitor cases, view history, attach files, receive updates, etc.
- Service catalog: The service catalog provides customers with self-service opportunities to choose from. Portals can be set up in a way where customers can request catalog items such as services or product offerings.
Agents:
For agents, case management has two layers: the front stage where they interact with customers and perform daily work, and the backstage where supporting data models and configurations enable them to do this work.
Key concepts:
Agents interact with core case features primarily through the CSM Configurable Workspace, where all case details, related records, and actions are available in a single place. From here, they create, triage, and resolve cases without switching contexts. Learn more about the CSM Configurable Workspace (docs)
- Interaction: A record of communication between a customer and a live or virtual agent regarding a specific inquiry. Interactions may or may not require follow-ups.
- Case: Used to document, track, communicate, and resolve customer issues that often require follow-ups.
- Record pages: The main case view showing the case header, key details, related lists, and activity timeline.
- List pages: Show all cases or interactions assigned to the agent or team.
- Action components: Quick tools (buttons, menus, comments, etc.) that let agents update information, collaborate, or move a case through its workflow.
- Inbox: Handle incoming customer communication requests like chats or calls, allowing agents to respond, create cases, or link interactions without leaving the workspace.
Note: Agents may also work from lists and forms in UI16 or Agent Workspace. We advise switching to CSM Configurable Workspace as soon as possible. Refer to NowCreate assets for more information.
Behind the workspace experience are foundational elements that define how cases behave and flow:
- Case Types: Pre-defined variations of cases designed to address specific processes (e.g., complaints, issues, requests).
- Case Tasks: Tasks created for additional work required to resolve a customer service case.
- Service Definitions: Connect what the business sells (products/services) and how it supports cases related to them.
- Case Lines: Track multiple line items (orders, invoices, contracts) under a single parent case.
- Task Templates: Reusable blueprints defining standard tasks for recurring business processes.
Admins:
Admins are typically responsible for configuration and maintenance, such as:
✔️ Defining data models (accounts, contacts, products, entitlements, etc.)
✔️ Configuring case structures, types, and service definitions
✔️ Customizing workspace pages for agent personas
✔️ Managing access control and roles
✔️ Monitoring case metrics and dashboards
What’s next
Explore additional CSM Case Management capabilities on our community:
- Getting started with Case Management
- Case operations: Learn about the daily flow of work such as case creation, assignment, and many more
- Case workflows and automation: Learn how playbooks and agentic workflows help guide and automate routine actions
Bookmarks: Join the ServiceNow CSM Community. Explore best practices, how-to guides, and upcoming events. Sign up for our CSM Live on ServiceNow webinars.
