---
sourceDocument: Australia Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/telecom-media-technology

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# CDM playbook stages and activities

# CDM playbook stages and activities {#ariaid-title1}

Release version: Australia  
Updated July 28, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The Customer Dispute Management (CDM) case includes stages and activities that guide dispute resolution from intake through closure.
{#cdm-playbook-stages-and-activities__table_nrj_z2s_llb__entry__3}

| Stage | Activity | Activity details |
|-|-|-|
| **Intake** Guides the agent to collect the information needed to create the CDM case. | Capture initiator details | Captures the details of the dispute requester, including contact information, communication channel, and involved parties. |
|   | Capture CDM information | Captures the details of the dispute, including affected product or service, complaint date, dispute description, and any additional information relevant to the dispute. |
|   | Upload documents | Captures evidence related to the dispute. |
|   | Notify customer | Displays the details of the email sent to the customer at the completion of the Intake stage. |
| **Investigate** Enables the agent to perform initial troubleshooting on the case. | Lookup record history | Links the complaint case records related to the customer dispute. |
|   | Analyze linked facts | Analyzes the linked record details to understand the complaint. |
| **Resolution and dispute analysis** Manages the activities for case resolution. | Implement resolution | Creates case tasks. |
|   | Add dispute analysis | Records the dispute analysis. |
| **Closure** Shares the dispute resolution with the customer and closes the dispute. | Add resolution notes | Proposes a resolution for the complaint and sends the details to the customer. |
|   | Resolution feedback | Captures the customer response. |
|   | Generate deadlock letter | When the customer rejects the resolution, a deadlock letter is created and an email is sent to the customer. |
|   | Notify regulator | Displays the details of the sent email. |
|   | Close CDM | Closes the customer dispute. |
[Table 1. CDM playbook stages and activities]

{#cdm-playbook-stages-and-activities__table_nrj_z2s_llb}