---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Case management

# Case management {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Set up case management features to enable agents and customers to create cases as needed and work to resolve those cases. Create the necessary case types to handle specific types of customer issues. Configure service definitions
to create connections between products, services, and case types.  
{#case-management__table_j1n_vv5_41c__entry__2}

| Task | Description |
|-|-|
| [Configure case management](https://www.servicenow.com/docs/FIBV5cPHef28mxziIhu6VQ "Configure the Customer Service Management features and components that agents and managers use to create and resolve cases.") | Configure the case management features that enable agents and customers to create cases for issues and questions, track the activities related to resolving issues, and provide communication between the agent and customer. Some of the case management features include the following: * [Configure a Case form view](https://www.servicenow.com/docs/n9Hp75LE_pWS1WJ9wRyfdQ "The Case form contains detailed information about a customer issue or problem. Configure a Case form view to display the desired fields and related lists.") to display the desired fields and related lists. * [Configure SLA definitions for customer service cases](https://www.servicenow.com/docs/IqnCEjog~N7cj_H0~MQEIQ "A service level agreement (SLA) specifies the time within which service must be provided. Configure SLA definitions that include the necessary information to create and progress SLAs for customer service cases.") to specify the time within which service must be provided. * [Configure major issue management](https://www.servicenow.com/docs/dfLebLzlgd2pw7a7bKa7ug "Major issue management enables customer communication for issues that impact a wider audience. Use this feature to proactively identify impacted customers, provide information to these customers, and manage the resolution process.") to manage the communication and resolution process for issues that impact multiple customers. * [Configure special handling notes](https://www.servicenow.com/docs/DbvVbyGtNJA3qiNX1dG0gw "Use special handling notes to bring important case information to an agent’s attention.") to bring important case information to an agent's attention. {#case-management__ul_pnl_1h2_p1c} |
| [Customer service case types](https://www.servicenow.com/docs/dxLbwM6czaLfiSFdYZJK3g "A case type defines the processes and data for resolving a specific type of customer issue. Use case types to create and configure the customer service case types your organization needs.") | Configure case types to handle different types of customer issues. When creating cases, agents can select the case type that corresponds to the customer issue. |
| [Task Plan Templates](https://www.servicenow.com/docs/pFQJt0Ivwlm7ubCt7hHTRQ "Use a task plan template to define the repeatable tasks and records that must be created for a business process. When the template is applied, these tasks and records are automatically created.") | A task plan template defines the tasks, records, and conditions used to automatically create work when the template is applied. |
| [Order Operations Case Management](https://www.servicenow.com/docs/hrnoOz6JP526W8R2w~FWIA "The Order Operations Case Management application enables customer service agents to create cases for multiple customer orders or for specific products within an order.") | Order Operations Case Management enables agents to manage issues across multiple orders or order lines within a single case. It uses order‑based case line items so agents can track, resolve, and close each issue independently before closing the overall order case. |
| [Case Lines and Workflows](https://www.servicenow.com/docs/fLmHOBCPQpA0ZFK5nxKrhA "The Case lines and workflows application provides the ability to reference multiple line items on a case record. Agents and customers with the sn_customerservice.customer role can use these line items to capture, track, and resolve multiple related issues in a single case.") | Case Lines and Workflows enables agents and customers to manage multiple related issues within a single case. It uses case line items to track, act on, and resolve each issue independently before closing the overall case. |
| [Case Management for Invoice Operations](https://www.servicenow.com/docs/nnVSUKMN6oAJD4lVUA7gqA "The Case Management for Invoice Operations application enables customer service agents to create cases for specific lines from a single invoice or for multiple invoices.") | Case Management for Invoice Operations enables agents to manage invoice‑related issues within a single case. It uses invoice‑based case lines to track, resolve, and close multiple invoice or invoice‑line issues independently before closing the overall invoice case. |
| [Service definitions](https://www.servicenow.com/docs/NTD0DOD_BBbcYjERTS2Uqw "Use service definitions to create connections between products, services, and case types. Customers can use these definitions to quickly discover and request the services they need. Agents can use these definitions to create cases of the correct type to support those service requests.") | Configure service definitions that agents can use to create cases of the right type to support those service requests. |
[Table 1. Setting up case management, case types, and service definitions]

{#case-management__table_j1n_vv5_41c}