---
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


---

# Create a customer service case

# Create a customer service case {#ariaid-title1}

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

Customer service agents and agent managers can create cases using the Customer Service Management application.

## Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin  
Note:  
Apart from these roles, contributor roles also can create cases. To learn more, see [Contributor user roles](https://www.servicenow.com/docs/f3QqwwxTLUglV3LM7~wjsQ "The contributor user data model uses several roles that can be assigned to users to control case access, case tasks, and case-related information based on different business needs.").

## Procedure

1. Create a case.

   | Option | Description |
   | CSM Configurable Workspace | From the Interaction form, select Create Case. |
   | Platform interface | Navigate to Customer ServiceCasesCreate New. You can also create cases by: * Selecting New from the Customer Service Cases list. * Selecting the Create New Case related link from any of the entities that can be associated with a case, such as accounts or products. {#t_CreateACaseFromCustServApp__ul_mnk_t4g_ynb} |
   |-|-|

   {#t_CreateACaseFromCustServApp__choicetable_dw2_1w3_3kb}
2. On the Create Case form, fill in the fields.  
   To learn more about the fields on the Case form, see [Case form](https://www.servicenow.com/docs/~ZzUxxP6W8TJyMPpogEyAQ "The Case form displays detailed information about a customer issue or problem.")
3. Select Submit.

## Result

If available, the following information is associated with a newly created case:

* The name of the contact and the contact's company
* The product and contract details
* The SLA and entitlements
{#t_CreateACaseFromCustServApp__ul_fkg_tb4_4r}

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