---
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 for Customer Service Management {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Manage customer requests and issues by creating cases, routing cases to agents and groups, and working toward resolution. With case management, you can provide your agents with the tools they need to evaluate cases,
communicate with customers, answer questions, and resolve issues.

## Getting to know the case management process {#csm-case-management__section_sck_2sl_swb}

Case management refers to the business processes and activities designed to evaluate and address customer issues and requests while managing the overall customer experience through effective communication. Case management
enables you to engage with customers, categorize and route cases, assign work to agents, and manage cases through resolution and reporting. Case management starts with case creation as customers reach out through a number of
communication channels including email, phone, and chat.

The following diagram shows the case management process.
Figure 1. High-level process flow for the case management process  
Use the following features with the Customer Service Management application to manage the cases for your customers:

* Case workflows
* Case types
* Service definitions
* Playbooks
* Major issue management
* Customer project management
{#csm-case-management__ul_gnl_ncw_qwb}

## Case workflows {#csm-case-management__section_gfx_rdv_xvb}

A case workflow is a series of steps and tasks that are involved in closing a case. By using a case workflow, you can automate systems to simplify your processes, track task completion, and accelerate case resolution.

To learn more about case workflows, see [Configure proactive case flows](https://www.servicenow.com/docs/wXrgMp3GD9ZghP26MXYqaQ "Automate workflows for proactive case creation to improve your operational efficiency and respond to customer issues faster.").

## Case types {#csm-case-management__section_wgl_tdv_xvb}

A case type is a collection of data and processes that are needed to resolve a specific type of issue. For example, case types are needed when a company has different processes for supporting customers across multiple
departments, business units, or products. By using a case type, you can separate these processes through case applications that support each process.

To learn more about case types, see [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.").

## Service definitions {#csm-case-management__id_tyl_scw_qwb}

A service definition refers to a specific type of service request that your agents can offer to customers for a case type. Service definitions establish a connection between the products, services, and case types so agents and
customers can quickly access the relevant case types by the customer or product.

To learn more about the service definitions, see [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.").

## Playbooks {#csm-case-management__section_q5s_vdv_xvb}

Playbooks provide agents with a visual guide, including step-by-step guidance for the various tasks that the agents can use to resolve the specific type of customer service cases. A playbook helps to improve agent productivity
and your customer experience by digitizing and automating complex customer service processes.

To learn more about playbooks, see [Playbooks in Customer Service Management](https://www.servicenow.com/docs/w5tW~jAkHEvtMzEJ2Vo8QQ "Playbooks provide customer service agents with step-by-step guidance for resolving specific types of cases. Agents can follow a playbook in CSM Configurable Workspace and complete guided activities to resolve customer issues.").

## Major issue management {#csm-case-management__section_gl5_xdv_xvb}

With major issue management, you can efficiently manage your customer communication and resolution process for a major issue that impacts multiple customers. By identifying other affected customers who haven't reported the
issue, you can proactively create cases, notify the affected customers, and manage all the issues until resolution.

To learn more about major issue management, see [Major issue management overview](https://www.servicenow.com/docs/g3Keo2X~6wmz7tBlXnjvRw "Major issue management enables customer communication for issues that impact a wider audience. Use this application to proactively identify impacted customers, provide information to these customers, and manage the resolution process.").

## Customer project management {#csm-case-management__section_uzw_zdv_xvb}

With customer project management, your company can track and manage long-term complex projects, resolve issues, and track the cost of serving customers on complex projects. Customer project management helps your company to
improve the customer experience, reduce inbound calls, and lower costs.

To learn more about customer project management, see [Integrate with Customer Project Management](https://www.servicenow.com/docs/oHWSSTYAmlNv9wXjBZfxsQ "Use the Customer Service Management Guided Setup to configure Customer Project Management.").