---
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
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## Summary of Case Management for Invoice Operations

The Case Management for Invoice Operations application enables customer service agents to efficiently manage and resolve issues related to invoices.
Agents can create cases that reference multiple invoices or specific invoice lines, allowing them to track and address multiple issues within a single invoice case independently before closing it.
This functionality supports resolving disputes or corrections such as price discrepancies, incorrect customer information, and missing items.
Show full answer Show less  

## Key Features

* **Invoice case type:** Supports referencing multiple invoices or invoice lines as case lines within one invoice case record.
* **Case line management:** Allows agents to track, assign, and resolve individual issues per invoice line within the same case.
* **Task creation and assignment:** Agents can create tasks related to invoice case lines and assign them to other agents or team members.
* **Multiple access points:** Cases can be created and managed from both CRM Workspace and Core UI interfaces.
* **State management:** Invoice cases transition from Draft to New state upon submission, enabling structured resolution workflows.
* **Integration dependencies:** Requires the Case Lines and Workflows application to function properly.

## Common Use Cases

Invoice cases help address a variety of typical invoice issues, including but not limited to:

* Price adjustments due to quantity mismatches.
* Price discrepancies related to contract terms, discounts, or tax calculations.
* Incorrect customer details affecting billing or shipping.
* Missing or incorrect products or services listed on invoices.
* Errors in part numbers or SKU listings.
* Currency conversion errors or wrong currency billing.
* Incorrect units of measure causing pricing or quantity confusion.
* Disputes over negotiated prices, discounts, or promotions.
* Incorrect invoice numbering affecting accounting processes.

## How to Create an Invoice Case

Agents can initiate invoice cases either from CRM Workspace or the Core UI by selecting "New" from the Invoice Cases list. After creation, agents can add or remove invoices or invoice lines, create and edit case lines, assign case lines, and generate related tasks. Saving the case moves it to a Draft state, and submitting it advances the case to the New state, where active management and resolution begin.

## Practical Benefits for ServiceNow Customers

This application streamlines the handling of invoice-related service requests by providing a structured case management process. It improves dispute resolution efficiency, enhances collaboration among agents, and allows for detailed tracking of multiple invoice issues within a single case. The integration with CRM Workspace and Core UI ensures accessibility and ease of use for service teams managing invoice operations.  
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 CRM 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 CRM Workspace and Core UI.

* In CRM 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}

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