---
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


---

# Manage customer service case types

# Manage customer service case types {#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 Manage Customer Service Case Types

The Case Type form within Customer Service Management allows administrators to manage settings and configurations for various case types after initial setup.
Access this form by navigating to Customer Service \> Case Types \> Manage Case Types and selecting a specific case type.
Show full answer Show less  

## Key Features

* **Configuration Overview:** View business rules, client scripts, notifications, and other configurations related to the selected case type.
* **Guided Setup Links:** Launch guided setup tasks for case types, Advanced Work Assignment (AWA), and Agent Workspace directly from the Case Type form.
* **Related Lists:** Access related lists to manage additional configurations including record producers, state flows, SLAs, and more.
* **Category and Subtype Assignment:** Assign optional categories and subtypes to case types, allowing agents to filter case types based on their selections during case creation.
* **Major Case UI Action:** Enable agents to propose major cases from selected case type records, creating a major case that syncs updates with related child cases.

## Key Outcomes

By effectively managing case types, ServiceNow customers can enhance case categorization, improve agent efficiency, and ensure seamless synchronization between major and child cases. This leads to more organized case handling and better service delivery to customers.  
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/Ybsxz0ktMdqe4TjlXhCGIQ "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/Mhj5Zn_mUjjIILQbcdUlZA "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/FHVGraF6IBg7vC30PRUbJQ "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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