---
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


---

# Use

# Using Customer Service Problem Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
By using Customer Service Problem Management, you can help diagnose and resolve the service problem cases identified in customer complaints.

Customer Service agents can use the CSM/FSM Configurable Workspace or Customer Service Portal to create and resolve a service problem case. The case is a single source of truth to track and have visibility into the customer raised issues. The
configurable workspace provides a multi-stage process to get started with the case.