--- sourceDocument: Yokohama Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Case management for Customer Service Management # Case management for Customer Service Management {#ariaid-title1} * Release version: Yokohama * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Case management for Customer Service Management Case management in Customer Service Management (CSM) enables organizations to effectively handle customer requests and issues by creating, routing, and resolving cases. It equips agents with tools to evaluate cases, communicate with customers, and efficiently resolve problems while managing the overall customer experience. Show full answer Show less The process begins when customers reach out via channels such as email, phone, or chat. Cases are then categorized, assigned to the appropriate agents or groups, worked through resolution, and monitored through reporting. ## Key Features * **Case Workflows:** Define the sequence of steps and tasks needed to close cases. Automating these workflows streamlines processes, tracks task completion, and speeds up resolution. * **Case Types:** Customize data and processes specific to different departments, business units, or products. Case types allow separation of workflows to support diverse customer service needs. * **Service Definitions:** Link specific service requests to case types and products, enabling agents and customers to quickly access relevant cases. * **Playbooks:** Provide agents with step-by-step visual guidance for resolving particular case types. Playbooks digitize and automate complex processes to boost agent productivity and enhance customer experience. * **Major Issue Management:** Manage communication and resolution for issues impacting multiple customers by identifying affected users, proactively creating cases, and coordinating resolution efforts. * **Customer Project Management:** Track and manage complex, long-term customer projects including issue resolution and service cost tracking, helping reduce inbound calls and improve customer satisfaction. ## Key Outcomes * Improved agent efficiency through automation and guided workflows. * Enhanced customer experience via timely and structured issue resolution. * Proactive management of widespread issues affecting multiple customers. * Ability to support diverse service scenarios with tailored case types and service definitions. * Effective oversight of complex customer projects to optimize service delivery and costs. Manage customer requests and issues by creating cases, routing cases to agents and groups, and working toward resolution. With case management, you can provide your agents with the tools they need to evaluate cases, communicate with customers, answer questions, and resolve issues. ## Getting to know the case management process {#csm-case-management__section_sck_2sl_swb} Case management refers to the business processes and activities designed to evaluate and address customer issues and requests while managing the overall customer experience through effective communication. Case management enables you to engage with customers, categorize and route cases, assign work to agents, and manage cases through resolution and reporting. Case management starts with case creation as customers reach out through a number of communication channels including email, phone, and chat. The following diagram shows the case management process. Figure 1. High-level process flow for the case management process Use the following features with the Customer Service Management application to manage the cases for your customers: * Case workflows * Case types * Service definitions * Playbooks * Major issue management * Customer project management {#csm-case-management__ul_gnl_ncw_qwb} ## Case workflows {#csm-case-management__section_gfx_rdv_xvb} A case workflow is a series of steps and tasks that are involved in closing a case. By using a case workflow, you can automate systems to simplify your processes, track task completion, and accelerate case resolution. To learn more about case workflows, see [Configure proactive case flows](https://www.servicenow.com/docs/auuCUXly4bjMf41LtIeJDg "Automate workflows for proactive case creation to improve your operational efficiency and respond to customer issues faster."). ## Case types {#csm-case-management__section_wgl_tdv_xvb} A case type is a collection of data and processes that are needed to resolve a specific type of issue. For example, case types are needed when a company has different processes for supporting customers across multiple departments, business units, or products. By using a case type, you can separate these processes through case applications that support each process. To learn more about case types, see [Customer Service Case Types](https://www.servicenow.com/docs/UFfv9W5Ynd89MfMyKDT4mQ "A case type represents the processes and the data that are needed to resolve a specific type of customer issue. Use the case types feature to create and configure the different types of customer service cases that your organization needs."). ## Service definitions {#csm-case-management__id_tyl_scw_qwb} A service definition refers to a specific type of service request that your agents can offer to customers for a case type. Service definitions establish a connection between the products, services, and case types so agents and customers can quickly access the relevant case types by the customer or product. To learn more about the service definitions, see [Service definitions](https://www.servicenow.com/docs/bUFnqhpdivEU6qBng~~57g "Use service definitions to create connections between products, services, and case types. Customers can use these definitions to quickly discover and request the services they need. Agents can use these definitions to create cases of the right type to support those service requests."). ## Playbooks {#csm-case-management__section_q5s_vdv_xvb} Playbooks provide agents with a visual guide, including step-by-step guidance for the various tasks that the agents can use to resolve the specific type of customer service cases. A playbook helps to improve agent productivity and your customer experience by digitizing and automating complex customer service processes. To learn more about playbooks, see [Playbooks for Customer Service Management](https://www.servicenow.com/docs/sRXAzGTbLjG6mPSZrwAceQ "The capabilities provided by playbooks enable agents to quickly resolve customer issues. These capabilities work together to provide agents with a better overall experience when using playbooks to resolve customer issues."). ## Major issue management {#csm-case-management__section_gl5_xdv_xvb} With major issue management, you can efficiently manage your customer communication and resolution process for a major issue that impacts multiple customers. By identifying other affected customers who haven't reported the issue, you can proactively create cases, notify the affected customers, and manage all the issues until resolution. To learn more about major issue management, see [Major issue management overview](https://www.servicenow.com/docs/rnJUlmJYfg7qH8kmVKeMWw "Major issue management enables customer communication for issues that impact a wider audience. Use this feature to proactively identify impacted customers, provide information to these customers, and manage the resolution process."). ## Customer project management {#csm-case-management__section_uzw_zdv_xvb} With customer project management, your company can track and manage long-term complex projects, resolve issues, and track the cost of serving customers on complex projects. Customer project management helps your company to improve the customer experience, reduce inbound calls, and lower costs. To learn more about customer project management, see [Integrate with Customer Project Management](https://www.servicenow.com/docs/sDdSTviBNE3kJZUjNKXPNg "Use the Customer Service Management Guided Setup to configure Customer Project Management.").