---
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


---

# Manage customer service case types

# Manage customer service case types {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
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## Summary of Manage customer service case types

This topic explains how to manage and configure customer service case types within ServiceNow's Customer Service Management (CSM) application.
After initial setup using the Customer Service Management Guided Setup, administrators can access and adjust case type settings through the Case Type form.
This enables precise control over how different case types behave and appear to agents.
Show full answer Show less  

## Accessing and Managing Case Types

To manage case types, navigate to **Customer Service \> Case Types \> Manage Case Types** and select a case type to open its form. The Case Type form provides access to various related links and lists that allow administrators to view configurations and add further customizations.

## Key Features of the Case Type Form

* **Related Links:** Enable administrators to view detailed configurations (business rules, client scripts, notifications, UI policies, etc.), and launch guided setup tasks for Case Types, Advanced Work Assignment (AWA), and Agent Workspace.
* **Related Lists:** Display and allow creation of linked configurations such as Record Producers, State Flows, Special Handling Notes, SLAs, Email Templates, Quick Messages, Reports, and Case Type Selections.

## Category and Subtype Filtering

Administrators can assign optional **categories** (e.g., Onboarding, Complaint, Orders, General) and **subtypes** (choice list or reference fields from the Case Type table) to case types. This enables agents to filter case types during case creation, simplifying selection and improving accuracy.

To set these, select a case type, choose a category and subtype, then update the record.

## Major Cases Integration

Administrators can enable the **Propose Major Case** UI action for specific case types. This feature allows agents to escalate a case type record into a major case, which acts as a parent case encompassing multiple child case type records. Updates synchronize between the major case and its child cases, facilitating consolidated management of related cases.

## Benefits for ServiceNow Customers

* Streamlines case type management by centralizing configuration in an intuitive form.
* Enhances agent efficiency through category and subtype filters for case selection.
* Supports complex case management scenarios via major cases, improving issue tracking and resolution.
* Offers guided setup options for quick and consistent configuration of case types and related features.  
Manage the settings and the configuration for a case type from the Case Type form.
After using the Customer Service Management Guided Setup to create and [configure a case type](https://www.servicenow.com/docs/Od~b04ub5zTy0KqTIRZ7oQ "Configure case types to handle different types of customer issues. A case type identifies the processes and the data needed to resolve a specific type of issue."), you can view and manage the settings and configuration for the case type from the [Case Type form](https://www.servicenow.com/docs/XBD6~KicqVuVqhpf5HNQdQ "Use the Case Type form to manage the settings for a case type."). To access a Case Type form, navigate to Customer ServiceCase TypesManage Case Types and select a case type from the list.

## Case Type form related links {#manage-csm-case-types__section_zyj_1v3_3kb}

The Case Type form includes the following related links. {#manage-csm-case-types__table_m43_l53_3kb__entry__2}

| Related link | Description |
|-|-|
| View Case Type Configuration | Displays the current configuration for this case type, including: * Business rules * Client scripts * Dictionary entries and overrides * Notifications * UI actions * Access controls * UI policies * Data policies * Styles * View rules * Flows {#manage-csm-case-types__ul_ugy_r53_3kb} |
| Launch Guided Setup for Case Types | Goes to the Case Types setup tasks in Customer Service Management Guided Setup. |
| Launch Guided Setup for AWA | Goes to the Advanced Work Assignment (AWA) setup tasks in Agent Workspace Guided Setup. |
| Launch Guided Setup for Agent Workspace | Goes to the Agent Workspace for CSM setup tasks in Customer Service Management Guided Setup. |
[Table 1. Case Type form related links]

{#manage-csm-case-types__table_m43_l53_3kb}

## Case Type form related lists {#manage-csm-case-types__section_okn_hv3_3kb}

The Case Type form related lists display items configured for the case type table. Use the related lists to create additional configurations.

* Record Producers
* State Flows
* Special Handling Notes
* SLAs
* Email Templates
* Quick Messages
* Reports
* Case Type Selections
{#manage-csm-case-types__ul_b2z_5jp_bjb}

## Select a category and subtype for a case type {#manage-csm-case-types__section_l3d_jr3_3kb}

The system administrator can assign an optional category and a subtype to a case type. When creating a case, agents can filter the available case types by category and subtype in the [case type selector](https://www.servicenow.com/docs/lZwzOtLc3s4cHhJMV37zKQ "The case type selector enables customer service agents to quickly and easily create the right kind of case for a contact or consumer by selecting from a list of available case types or services."). If an agent selects a category, the list of case types displayed is filtered by that category. If an agent selects a subtype, the list is further filtered by
that subtype.  
The Customer Service Case Types plugin includes several categories that the system administrator can select for a case type. These categories include:

* Onboarding
* Complaint
* Orders
* General
{#manage-csm-case-types__ul_rrb_ps3_3kb}  
The Subtype field displays fields from the Case Type table that are of the following type:

* Choice list
* Reference
{#manage-csm-case-types__ul_wbv_zsz_qmb}  
To select a category and a subtype for a case type:

1. Navigate to Customer ServiceCase TypesManage Case Types and select a case type.
2. Select a category in the Category field.
3. Select a field in the Subtype field.
4. Select Update.
{#manage-csm-case-types__ol_xmp_xr3_3kb}

## Case types and major cases {#manage-csm-case-types__section_xzx_1py_xjb}

The system administrator can enable the Propose Major Case UI action for different case types. If this
UI action is available, an agent can propose a major case from the
selected case type record. If the major case candidate is accepted,
a major case is created and the case type record is added as a child
case on the major case.

The major case is created on the base Case table. Updates to the major
case are synchronized to the child case types. Multiple case type
records can be added to the same major case.

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