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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create an onboarding case in the Configurable Workspace

# Creating a guided onboarding case from CSM Configurable Workspace {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of Creating a guided onboarding case from CSM Configurable Workspace

ServiceNow agents can create and manage onboarding cases for contacts or consumers when they engage through phone, email, or chat within the CSM Configurable Workspace.
Customers accessing the onboarding playbook can track their progress through submission steps, navigate backward if needed, and enter required information efficiently through guided options.
Show full answer Show less  

## Creating a case

Agents initiate cases on behalf of customers by:

* Collecting essential customer information to start the case
* Adding additional contacts related to the application
* Uploading any documents provided by the customer
* Reviewing and editing all entered data for accuracy before submission

Once submitted, the case status updates from **Draft** to **New** . The agent then decides whether to assign the case to themselves or another agent. The case status changes to **Open** once assigned. Customers can view and track their cases from the portal under **My Lists \> My Draft Cases**.

## Processing a case

Agents process cases by:

* Adding members, uploading documents, reviewing, and submitting paperwork
* Pre-approving the case by verifying approval status and customer details
* Checking document completeness and notifying customers of missing or invalid documents via email
* Conducting background checks, legal verifications, and credit history reviews
* Proposing a solution for customer acceptance

If the customer accepts the solution, the agent closes the case. If rejected, the case returns to **Open** status, the customer is notified, and the agent provides a revised solution based on feedback.

## Benefits for ServiceNow customers

* Streamlines onboarding case creation and processing within a guided workspace
* Enhances accuracy and completeness of customer information and documentation
* Supports transparent customer engagement with progress tracking and notifications
* Enables efficient case assignment and collaboration among agents  
An agent can create a case for a contact or a consumer when the contact or consumer reaches out through a phone call, email, or chat from the CSM Configurable Workspace.

## Overview {#create-a-guided-onboarding-case-from-workspace__section_cvh_4c4_21c}

If you're a customer accessing a playbook, you can track your progress in the submission process and see the step you're on and the number of remaining steps that you have to do. Additionally, you can navigate back to a previous
step, if needed. To expedite the process, you're presented with some options and inputs that enable you to enter the correct information.

## Creating a case {#create-a-guided-onboarding-case-from-workspace__section_zrb_t24_21c}

Let's see how an agent creates a case from Playbooks for Portals. The agent does the following actions:

1. Creates a case on behalf of the customer.
2. Collects the basic information about the customer to start the case.
3. Adds additional contacts to the application on behalf of the customer.
4. Uploads the documents that the customer may have sent.
5. Reviews and edits all the data for accuracy before submitting the application.
{#create-a-guided-onboarding-case-from-workspace__ol_udh_v24_21c}  
Note:  
* The case status changes from Draft to New when it's submitted. The agent must review and choose whether to assign the case to themselves. If the case is assigned to another agent, the new agent must review the context of the case before assigning or accepting the case. The case status changes from New to Open when the case is assigned to an agent.
* If a case is created by an agent, a customer can later find and view the case from the portal for updates by navigating to My ListsMy Draft Cases.

{#create-a-guided-onboarding-case-from-workspace__ul_vdh_v24_21c}

The following diagram shows how an agent creates a case.  
Figure 1. Agent creates a case

## Processing a case {#create-a-guided-onboarding-case-from-workspace__section_ixr_ff4_21c}

Let's see how an agent processes a case from Playbooks for Portals. The agent does the following actions:

1. Initiates the processing for a case by adding members, uploading documents, reviewing and submitting paperwork, and reviewing the case.
2. Pre-approves the case by checking the approval status, customer information, and customer record.
3. Checks the document checklist against the uploaded documents and then sends an email to the customer if there's a missing or invalid document.
4. Performs background checks, initiates legal verifications, and reviews the credit history.
5. Proposes a solution. The customer can accept the solution and then the agent closes the case. If the customer isn't satisfied with the proposed solution and rejects it, the case goes back to the Open state and the customer is notified of the status. The agent then needs to provide a new solution based on the customer input.
{#create-a-guided-onboarding-case-from-workspace__ol_ftg_hf4_21c}

The following diagram shows how an agent processes a case.  
Figure 2. Agent processes a case
**Related concepts**   

* [Creating an onboarding case with Playbooks for Portals](https://www.servicenow.com/docs/qXLzFC~8EyV8VvETID8fmw "Whether you're a contact or a consumer, you can create an onboarding case with a case type that is based on the issue or request in either the Customer Service Portal or Consumer Service Portal.")  
**Related tasks**   

* [Create an onboarding request from the service catalog](https://www.servicenow.com/docs/18Ol4N9F1w9VIY6BPA4WNA "Create a new onboarding request from the Customer or Consumer Service Portals by navigating the service catalog.")

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