Create a customer service case of a specific type

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

    • Customer service agents can create different types of cases by making selections from the case type selector.

    Before you begin

    Role required: sn_customerservice_agent

    About this task

    The types of cases that agents can create depend on the configuration of the customer service case types and service definitions features. For more information, see the following topics:
    In CSM Configurable Workspace, agents use the Case type selector to make selections and create cases.
    Note:
    In the Core UI, use the Case interceptor to make selections and create a case.

    Procedure

    1. Create a case by selecting one of the following actions.
      The case type selector appears by default with the options the agent has for creating a case in the context of the record.
      Note:
      The sn_csm_case_types.enable_service_selector property which enables the case type selector is set to true for zBoot customers, and can be enabled for upgrade customers.
      Table 1. Agent action field description
      Agent action Description
      Select New

      Select this action from case lists and case type lists including the following:

      • Related lists: child case, case task
      • List view
      • Case task list view
      Select Create Case Select this action from the following records:
      • Interaction
      • Account
      • Contact
      • Consumer
      • Sold Product
      • Install Base Item
    2. Make selections from the version of the case type selector that has been configured by the system administrator.
      Table 2. Case selector version field description
      Version Steps
      Multi-select
      1. Select a Case Type.
      2. If desired, select an optional category and subtype to narrow the available choices.
      3. Select Create Case.
      Note:
      If a subtype hasn't been configured for a case type, the field for the subtype is not displayed.
      Single-select
      1. Select a Case Type.
      2. Select Create Case.
      Product Service Select
      1. Enable or disable the This case is for an owned product check box. This check box controls the display of the Product field
      2. If displayed, select a Product.
      3. Select a Service.
      4. Select a Case type.
      5. Select Create Case.
    3. Fill in the fields on the Case form.
      For more information about these fields, see Create a customer service case.
    4. Select Save.