Service Problem case record page

  • Release version: Australia
  • Updated July 31, 2026
  • 1 minute to read

    • The record page provides a simplified view of Service Problem cases. Agents can see Customer 360 data and resolve cases from this view.

    The Service Problem case record page provides the following features for agents:

    • Access account context and diagnostics in one workspace without navigating away from the case.
    • View Customer 360 data with broader account context.
    Figure 1. Example of Service Problem case record page
    C360 tab vies of an service problem case record page.

    To view the record page, select the form icon () in the Service Problem case record. You can switch to playbook view by selecting playbook icon (Playbook Icon.).

    Note:
    The Service Problem case record page is not available in the Customer Service Portal.

    Tabs

    The Service Problem case record page contains the following tabs.

    Table 1. Service Problem case tabs
    Tab name Details
    Details Shows the following:
    • Basic consumer details
    • Active SLAs
    • Case highlights
    • Service Problem case details
    • Activity stream
    Customer 360

    Consolidates customer information, interaction history, products, and billing into a single view.

    For details about each card in the Customer 360 tab, see Telecommunications Customer 360 home page.

    Note:
    You must install the Telecommunications Customer 360 (sn_telecom_c360) plugin to view the Customer 360 tab in your ServiceNow instance.
    Diagnose Shows diagnostic test results and repair tasks. You can run diagnostics and generate repair tasks. For more information, see Diagnose and resolve a service problem case.