---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Using Email Interaction for CSM

# Using Email Interaction for Customer Service Management {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Email Interaction for CSM application enables agents to create interactions from customer emails, helping them resolve simple customer queries through these interactions. They can create a case from an interaction when
further investigation is needed for resolving the customer query. This process provides clarity of the effort needed for customer query intake and actual investigation needed for query resolution.  
The Email Interaction for CSM application offers several key benefits:

* Streamlines operations by helping to prevent the creation of duplicate or unnecessary cases.
* Consistent experience for agents across channels by modeling emails also as an interaction, such as voice, chat, and messaging channels.
* Clarity of effort needed for customer problem intake, represented by interactions.
* Clarity of effort needed for investigation and resolution, represented by cases.
{#using-email-interaction-customer-service-management__ul_vsk_jbl_wdc}