--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Post case reviews # Post case reviews {#ariaid-title1} Release version: Brazil Updated September 10, 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 Post case reviews Post case reviews help capture comprehensive details about resolved cases, including issue summaries, affected assets, root causes, resolutions, and preventive measures. These reviews serve as documented feedback and learning tools for customer service teams and customers. Show full answer Show less ## Creating and Publishing Post Case Reviews * Customer service agents can create post case reviews only for cases in the Resolved state using the "Create Post Case Review" UI action. * Creation generates a case action summary record linked in the Related Records section of the Case form. * Agents can preview reviews before publishing and optionally route them for approval by adding approvers to the record. * Approvers receive email notifications with document links and can approve the review or request changes via work notes. * Upon publishing, a PDF link to the review is added to the Additional comments on the Case form and is visible in the Related Records section. * If enabled, customers can view published post case reviews through Customer and Consumer Service Portals. ## Configuration and Case Closure * Post case review configurations determine which case details populate the review and specify the document template used. * If a case is closed while a review is in progress, agents can still update the Additional comments field with the review document link. The review form will indicate the case is closed. ## Roles and Permissions * **Customer Service Agent:** Create, preview, request approval, publish, reopen, and edit post case reviews for resolved cases. * **Customer Service Manager:** Review, approve, and suggest changes to post case reviews. * **Major Issue Manager:** Create and publish reviews for major resolved cases and copy these documents to associated child cases. * **Customer:** View published post case reviews via service portals. ## Post Case Reviews for Major Cases * Managers can create and publish reviews for major cases, which include general case data but exclude account-specific information. * Post case reviews can be copied to child cases by the customer service manager, with account-specific data added for each child case document. * Enabling this requires a system property (sncustomerservice.parentchildcasesync) to be set to true, which disables review creation on child cases. Use a post case review to capture details about a resolved case, including a summary of the issue, affected assets, root cause, resolution, and any preventive measures. ## Creating a post case review {#case-digest-post-case-review__section_i2n_zfl_13b} Customer service agents can create post case reviews for cases that are in the Resolved state. Agents can select the Create Post Case Review UI action to create a post case review document. This action creates a case action summary record and adds the record to the Related Records section on the Case form in the Post Case Review field. ## Publishing a post case review {#case-digest-post-case-review__section_vsk_lwt_fgc} Agents can preview a post case review document before publishing and, if necessary, have the document reviewed and approved. Agents can add an approval group or approval users to the Post Case Review record and then request approval. The system sends an email notification to the approvers with a link to the post case review document. The approvers can either approve the document or suggest changes by adding them to the Work notes field on the Post Case Review record. When an agent publishes a post case review document, the system adds a link to a PDF of the document in the Additional comments field on the Case form. The system also adds the record to the Related Records section on the Case form in the Post Case Review field. If the document is available to customers, the link is visible from the Customer and Consumer Service Portals. ## Post case review configuration records {#case-digest-post-case-review__section_qv4_hwt_fgc} The configuration selected for post case review documents identifies the information from the case that is captured and populated in post case review record. The configuration also specifies the template that the system uses to create the post case review document. ## Closing a case while a post case review is in progress {#case-digest-post-case-review__section_qt4_hwt_fgc} If a case is closed while the post case review document is in progress, agents can still update the Additional comments on the Case form with the post case review document link. Once a case is closed, the Post Case Review form displays a message that the associated case has been closed. ## Post case review actions by role {#case-digest-post-case-review__section_omd_cxt_fgc} Customer service roles can perform the following actions for post case review documents. {#case-digest-post-case-review__table_ctm_t15_d3b__entry__2} | Role | Action | |-|-| | Customer service agent | * Create and preview one post case review document for a resolved case. * Request approval using an optional approval workflow. * Publish a post case review document to a case. * Reopen and edit a published post case review document. {#case-digest-post-case-review__ul_ivw_515_d3b} | | Customer service manager | Review, approve, and suggest changes to post case review documents. | | Major issue manager | * Create and publish post case review documents for resolved major cases. * Copy the documents to the associated child cases. {#case-digest-post-case-review__ul_jm3_mb5_d3b} | | Customer | View post case review documents from the Customer and Consumer Service Portals. | [Table 1. Post case review actions by customer service role] {#case-digest-post-case-review__table_ctm_t15_d3b} ## Post case reviews for major cases {#case-digest-post-case-review__section_h41_zql_13b} Customer service managers and major issue managers can create and publish post case review documents for resolved major cases. These documents capture the case data specified in the configuration but do not include account-specific information. The customer service manager can also copy a post case review document to the associated child cases. The system adds the account-specific information when it generates the document for each child case. The system administrator can enable post case review documents for major cases by setting the sn_customerservice.parent_child_case_sync system property to true. Note: Setting this property to true disables the Create Post Case Review UI action for child cases. **Related tasks** * [Create a post case review](https://www.servicenow.com/docs/1cYsc3gUEqpCKwDL8XXhcA "Create a post case review document for a resolved case that captures the configured case information.") * [Create a post case review for a major case](https://www.servicenow.com/docs/eB2nSzdM46c4R23ueW5kAg "Create a post case review document for a resolved major case that captures the configured case information.")