---
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 Invoice Operations

# Case Management for Invoice Operations {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Invoice Operations

The Case Management for Invoice Operations application in ServiceNow enables customer service agents to efficiently manage invoice-related issues by creating cases tied to specific invoice lines or multiple invoices.
This is particularly useful for handling disputes or corrections on invoices.
Show full answer Show less  
Agents can create an invoice case, add relevant invoices or invoice lines as case lines, and track multiple issues independently within the same case. These case lines can be assigned to different agents or teams, and tasks can be created to facilitate resolution. The application supports agents in progressing the case from draft to active states, allowing systematic issue management and resolution.

## Key Features

* **Invoice Case Type:** Supports referencing multiple invoices or invoice lines, enabling detailed tracking of issues per line.
* **Case Line Management:** Allows adding, editing, deleting, and assigning invoice case lines to agents for focused issue resolution.
* **Task Creation:** Enables creation of tasks linked to invoice case lines to delegate work and monitor progress.
* **Integration with ServiceNow UI:** Creates cases via CSM Configurable Workspace or Core UI, with dedicated list views and navigation paths.
* **Dependency:** Relies on the Case lines and workflows application to function properly.

## Common Use Cases

Businesses often face invoice issues such as:

* Price or quantity discrepancies resulting in underbilling or overbilling.
* Incorrect customer information affecting billing or shipping.
* Missing or incorrect items on invoices.
* Errors in part numbers or SKUs causing confusion in inventory or payment.
* Currency or unit of measure inaccuracies.
* Disputes over negotiated prices, discounts, or promotions.
* Incorrect invoice numbering leading to tracking issues.

The application facilitates managing these scenarios by creating structured invoice cases to resolve each issue.

## Process for Creating an Invoice Case

Agents can create cases by selecting **New** from the Invoice Cases list in the CSM Configurable Workspace or Core UI. After creation, they can add or remove invoices and invoice lines, edit details, assign lines, and create related tasks.

Saving the case sets its status to **Draft** , and submitting it moves the case and its lines to **New**, at which point agents can actively manage and resolve the issues.

## Additional Information

The Case Management for Invoice Operations application includes necessary tables, roles, service definitions, and workflows to support invoice-related case management. It is available for installation via the ServiceNow Store.  
The Case Management for Invoice Operations application enables customer service agents to create cases for specific lines from a single invoice or for multiple invoices.
Figure 1. Invoice case record

The Case Management for Invoice Operations application includes the [Invoice case type](https://www.servicenow.com/docs/z7iNWhRfbh7T74X6Dfnn6A#invoice-ops-installed-components__section_rvn_g3d_hdc). This case type provides the ability to reference multiple invoices or invoice lines as case lines on an invoice case record. By
using case lines, agents can track multiple issues for the same invoice case and resolve the issues in each case line independently before resolving and closing the invoice case.

Use invoice cases to handle issues such as invoice disputes or requested corrections. With this application, agents can create an invoice case and add the invoices or invoice lines that are being disputed or that must be
corrected. Agents can work through the case, create case tasks for other team members as needed, or assign case lines to other agents.

## Benefits of using invoice cases {#csm-invoice-operations__section_x22_qq5_pdc}

Businesses can encounter invoice issues for many reasons including price or quantity discrepancies or incorrect products or services. Invoice issues can also result from incorrect customer details such as incorrect billing or
shipping locations. The following table provides some examples of these issues and the resulting invoice cases.  
{#csm-invoice-operations__table_vm2_mcg_b2c__entry__2}

| Reason | Case example |
|-|-|
| Price adjustments | The quantity of items invoiced does not match what was ordered or delivered, leading to either underbilling or overbilling. |
| Price discrepancies | The amount billed does not match the agreed-upon price or contract terms, such as incorrect discounts, tax calculations, or unit prices. |
| Incorrect customer information | The invoice contains errors in the customer's name, address, or billing information, which can affect payment processing. |
| Missing or incorrect items | An invoice includes products or services that were not delivered, or omits items that were delivered but not invoiced. |
| Part number or SKU errors | The part numbers or SKUs listed on the invoice do not match the products that were ordered or delivered, causing confusion or errors in inventory and payment processing. |
| Currency issues | An invoice is issued in the wrong currency or without proper conversion rates, creating discrepancies in the payment amount. |
| Incorrect unit of measure (UOM) | The unit of measure (for example, quantity per box, per meter, per kilogram) on the invoice is incorrect, causing confusion or errors in pricing and quantity calculations. |
| Dispute on negotiated price, discounts, or promotions | The invoice reflects a different price than what was negotiated, or discounts and promotions are not applied, leading to a dispute over the final amount due. |
| Incorrect invoice number | The invoice number does not follow the correct sequence, leading to accounting or tracking problems. |
[Table 1. Invoice case examples]

{#csm-invoice-operations__table_vm2_mcg_b2c}

## Overview of creating an invoice case {#csm-invoice-operations__section_o31_tq5_pdc}

The following table provides an overview of the process for creating an invoice case. For detailed steps, see [Create an invoice case](https://www.servicenow.com/docs/hoMAcmT5~hxpYSXgULIFbA "Create an invoice case for a customer invoice or for selected invoice lines.").  
{#csm-invoice-operations__table_hpc_lhk_fdc__entry__2}

| Step | Description |
|-|-|
| Creating an invoice case | An agent can create an invoice case from CSM Configurable Workspace or from the Core UI by selecting New from the Invoice Cases list view. |
| Viewing the invoice case record | After creating an invoice case record, agents can: * Add invoices or invoice lines to the case. * Delete invoices or invoice lines from the case. * Create new invoice case lines. * Edit the details of invoice case lines. * Assign invoice case lines to themselves. * Create tasks for invoice case lines. {#csm-invoice-operations__ul_s3p_rkk_fdc} |
| Submitting the invoice case record | Selecting Save on the Invoice case record moves the invoice case to the Draft state. After reviewing the record details, the agent can select Submit on the Invoice case record to move the invoice case and the invoice case lines to the New state. Once in the New state, agents can begin working to resolve the invoice case. This includes creating tasks for invoice case lines, assigning them to other agents or team members, and monitoring case progress. |
[Table 2. Steps for creating an invoice case]

{#csm-invoice-operations__table_hpc_lhk_fdc}

## Case Management for Invoice Operations plugin {#csm-invoice-operations__section_vyh_lyh_2cc}

Case Management for Invoice Operations (com.sn_csm_invoice) is a case management application for handling support requests on invoices or invoice lines. This application enables customers to process invoice service requests such as invoice disputes or invoice inquiries.  
Note:  
The Case Management for Invoice Operations application has a dependency on the [Case lines and workflows](https://www.servicenow.com/docs/xny5ZqCeWKDB2l8VaO5qLQ "The Case lines and workflows application provides the ability to reference multiple line items on a case record. Agents can use these line items to capture, track, and resolve multiple related issues in a single case.") application (com.sn_case_line).  
The Case Management for Invoice Operations application includes list views for CSM Configurable Workspace and Core UI.

* In CSM Configurable Workspace, expand the Invoice Cases list category in the Lists tab.
* In Core UI, navigate to AllInvoice Case.
{#csm-invoice-operations__ul_nyr_13w_tcc}

The Case Management for Invoice Operations application also includes tables, roles, service definitions, the Invoice case type, and other components. For more information, see [Components installed with Case Management for Invoice Operations](https://www.servicenow.com/docs/z7iNWhRfbh7T74X6Dfnn6A "Several types of components are installed with the Case Management for Invoice Operations application, including tables, roles, and service definitions.").

The Case Management for Invoice Operations application is available from the ServiceNow Store.

## Request apps on the Store {#csm-invoice-operations__id_mql_xrt_cwb}

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#csm-invoice-operations__inline-send-to-store}

*[\>]: and then