---
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


---

# View customer dispute

# View a Customer Dispute Management case record {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
View the details of an Customer Dispute Management (CDM) case record in the CSM/FSM Configurable Workspace so that you can review the customer dispute information.

## Before you begin

Role required: sn_telco_adr_mgmt.viewer

## Procedure

1. Navigate to AllWorkspacesCSM/FSM Configurable Workspace.
2. Select the list icon (![List Icon.]()).
3. Navigate to Customer Dispute ManagementAll.
4. Select the CDM case record that you want to see the details.
**Related concepts**   

* [Customer Dispute Management](https://www.servicenow.com/docs/kbOjdvmuplnTj9PJuvgLSw "Customer Dispute Management provides a structured process to register, investigate, and resolve customer disputes and complaints, including disputes referred to regulatory bodies.")  
**Related tasks**   

* [Create a Customer Dispute Management case](https://www.servicenow.com/docs/QcJdzmJU92o7IHy6ZToeFw "Register a customer dispute by capturing information about the initiator, the affected product or service, and supporting documents. Resolve the dispute by investigating the issue and proposing an appropriate resolution.")
* [Investigate customer disputes](https://www.servicenow.com/docs/7bJMjzEtl82mrU_sjaKvvg "Investigate customer disputes by reviewing previous records, linking relevant cases, and documenting findings to support resolution decisions.")
* [Resolve a customer dispute and record the dispute analysis](https://www.servicenow.com/docs/WwAOErBfJwREmWNJ08RRWQ "Resolve customer disputes by creating resolution tasks, documenting dispute analysis, and proposing solutions. Complete this stage after investigation and before closure.")
* [Close a customer dispute](https://www.servicenow.com/docs/132jRwQjorO~q5Iv6hbzkg "Notify the customer of the outcome, capture the customer's feedback, and record closing information before closing the dispute.")

*[\>]: and then