From where an agent can create a case?

[Rita A]

Customer service application, Chat, Account, Contact.

I am sure that from Customer service app and from a chat, it is in the documentation. But which is the third one? And why every test practice suggests cust.ser.app, an account and a contact and not the chat? It is so confusing. And a book mentions all of them 😲  

[Runjay Patel · Accepted solution]

Hi @Rita A ,

An agent can create a case from several interfaces depending on the platform configuration and the modules enabled.

Check below some point from there agent can create case.

1. Agent Workspace
2. Service Operations Workspace (if enabled)
3. Case Application from the Navigation
4. From the Customer Service Portal
5. From Related Records
6. Via Email (Email Inbound Actions)
7. From the Mobile App
8. Via API (For Integrations)

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Runjay Patel - ServiceNow Solution Architect
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[linoyv691904179]

How can a user create a case using the mobile app?