--- 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 --- # Case task type selector # Case task type selector {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Case Task Type Selector The case task type selector is a critical component for customer service agents, enabling them to create specific tasks while managing cases. This selector allows agents to choose services tailored to the tasks they are handling, which varies depending on the context of the case creation. Show full answer Show less ## Key Features * **Dynamic Service Selection:** Agents can select services based on their current case context, whether from a case task list or a case record. * **Service Auto-Fill:** When creating tasks, the service field is automatically populated with the relevant case service, streamlining the task creation process. * **Multiple Creation Methods:** Agents can create case tasks through various methods, including case task lists, case records, dynamic related records, case playbook stages, and activity viewers. * **Declarative Actions:** Some actions related to case types are disabled by default and can be configured by system administrators. ## Key Outcomes By using the case task type selector, ServiceNow customers can enhance the efficiency of their customer service operations by ensuring that tasks are correctly aligned with the relevant services and case types. This leads to improved task management and a more streamlined workflow for agents, ultimately contributing to better service delivery. The case task type selector is a component that provides customer service agents with a way to create the right types of tasks while working on cases. Using the case task type selector, agents can select services and create case tasks specifically for those services. The selections that an agent can make within the case task type selector depends on where they create a case task from. |-|-| | When an agent creates a case task from a case task list, they can select a service in the case task type selector. | Figure 1. Case task type selector (case task list view) | | When an agent creates a case task from a case record, the case task type selector shows related services based on the case type. | Figure 2. Case task type selector (case record view) | [Table 1. Case Type Task Selector Options] {#csm-case-task-type-select-modal__table_phq_hrq_yxb} An agent working on a case or a case type can create case tasks in the following ways. {#csm-case-task-type-select-modal__table_csb_f5b_yxb__entry__2} | | | |-|-| | Select New from a case task list | The Service task field on the case task type selector shows all of the related services where the target table is Case Task \[sn_customerservice_task\] and extensions of Case Task. | | Select New from the Tasks related list tab on a case record | The Service field is auto-filled with the case service. The Case task service field lists the task services related to the case service. If the case has no service, the Service task field shows all of the related services where the target table is Case Task \[sn_customerservice_task\] and extensions of Case Task. | | Select the + icon on the related records task list in the Dynamic Related Records component | The Case task service field on the case task type selector shows the following services: * The task services related to the case service. * The related services where the service target table is Case Task and extensions of Case Task. {#csm-case-task-type-select-modal__ul_i5d_wwb_yxb} | | Select Create Task in a case playbook stage | The Service field is auto-filled with the case service. The Case task service field lists the task services related to the case service. | | Select Create Task in the activity viewer | The Service field is auto-filled with the case service. The Case task service field lists the task services related to the case service. | [Table 2. How to create case tasks] {#csm-case-task-type-select-modal__table_csb_f5b_yxb} Some declarative actions available with the Customer Service Case Types plugin are disabled by default. For more information, see [Configure case type declarative actions](https://www.servicenow.com/docs/BNFnAb77uYJV7Kmu1FSGxw "Configure declarative actions that enable agents to create cases and case tasks from different locations within CSM Configurable Workspace."). ## Configuring service definitions for cases and case tasks {#csm-case-task-type-select-modal__section_cnb_ptb_yxb} The system administrator creates the [service definitions](https://www.servicenow.com/docs/NTD0DOD_BBbcYjERTS2Uqw "Use service definitions to create connections between products, services, and case types. Customers can use these definitions to quickly discover and request the services they need. Agents can use these definitions to create cases of the correct type to support those service requests.") for cases and case tasks, along with their relationships. The service definition manager and service definition admin can also create these service definitions and relationships. For case task service definitions, the system administrator can include logic and default field values that the system uses when creating the case tasks. For more information, see [Configuring service definitions](https://www.servicenow.com/docs/7eRFRvOkkwcYyUCNCgxCjA "Create service definitions for the types of services required to support your products. Associate different features such as case types, playbooks, and record producers with service definitions so that customers can request the services they need and agents can create cases of the right type to support those services.").