---
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


---

# Service Problem case record page

# Service Problem case record page {#ariaid-title1}

Release version: Australia  
Updated July 31, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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:{#service-problem-case-record-page__service-problem-case-record-page-para-1}

* Access account context and diagnostics in one workspace without navigating away from the case.
* View Customer 360 data with broader account context.

{#service-problem-case-record-page__ul_x2m_dhb_ckc} Figure 1. Example of 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 (![]()).{#service-problem-case-record-page__service-problem-case-record-page-para-2}  
Note:  
The Service Problem case record page is not available in the Customer Service Portal.

## Tabs {#service-problem-case-record-page__spc-section}

The Service Problem case record page contains the following tabs.{#service-problem-case-record-page__service-problem-case-record-page-para-3}
{#service-problem-case-record-page__table_pnw_23b_ckc__entry__2}

| Tab name | Details |
|-|-|
| Details | Shows the following: * Basic consumer details * Active SLAs * Case highlights * Service Problem case details * Activity stream {#service-problem-case-record-page__ul_t12_r3b_ckc} |
| 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](https://www.servicenow.com/docs/qpkG9mmPW0HdS80soyEKgA "Telecommunications Customer 360 consolidates customer information, interaction history, products, and billing into a single view. The view displayed is based on the record type which can be account, consumer, or contact."). 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](https://www.servicenow.com/docs/6mXKw0ghQjBxn96yOrdAiw "As a customer service agent, review, diagnose, resolve, and close a service problem case for the service-related issue experienced by the customer."). |
[Table 1. Service Problem case tabs]

{#service-problem-case-record-page__table_pnw_23b_ckc}