Add the Internal User field to the Case form

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Add the Internal user field to the Case form for the Case view and the Workspace view.

    Before you begin

    Role required: csm_guided_setup_user or admin

    About this task

    The Internal User field displays the name of an internal user. When an agent is creating a case on behalf of someone else, they can use this field to identify the person requesting assistance. This user can be an internal employee asking for help for an account, consumer, or service organization, or for themselves.

    With the Customer Service Management plugin (com.sn_customerservice), agents can create cases for internal employees or on behalf of their accounts and consumers. Additional plugins provide additional functionality for the Internal User field. For more information, see Contributor users.

    Procedure

    1. Navigate to All > Customer Service > Administration > Guided Setup and click Get Started.
    2. In the Case Management category, click Get Started.
    3. Click Add Internal User Field to the Case Form View.
    4. Add the Internal user field to the Case form for these views: Case and Workspace.