--- 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 --- # Product Service Select version # Product Service select version of the case type selector {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 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 Product Service Select Version of the Case Type Selector The Product Service select version of the case type selector in ServiceNow enables agents to efficiently create cases by selecting the appropriate case type based on products or services associated with a customer. It supports both products and services, streamlining the process for agents to find and select relevant services linked to owned products. Show full answer Show less ## Key Features * **Product and Service Selection:** Agents can select a product from those owned by the account or consumer, including sold products and install base items, and view the available services for that product. * **Service Categories:** Services are grouped into categories to help agents quickly find relevant services. Agents can filter by category or view all services. * **Service Browsing and Search:** Services are displayed in a card format with name, description, and optional images. Agents can browse through services using scroll bars and pagination (up to 24 services per page and a maximum of 200), and search for services by keyword. * **Context-Driven Case Creation:** The case type selector adapts based on how the agent initiates case creation---from lists or from specific records such as Interaction, Account, Contact, Consumer, Sold Product, Install Base Item, or Child Case records. This context influences the products and services displayed. * **Product Filter and Owned Products:** Agents can filter services to show only those related to owned products (post-sales services) or include pre-sales and general services. For Sold Product or Install Base records, the product field is auto-populated. * **Administrator Configuration:** Administrators can configure the case type selector to hide the product filter, allowing display of all service definitions regardless of product ownership. This is controlled via the `hideProductFilter` setting in the `CREATECASETYPE` declarative action payload. ## Creating Cases Using the Selector When creating a case, agents encounter the case type selector tailored to their context: * **From Record:** The selector shows products and services related to the record's ownership and access permissions. * **From List:** Without specific customer context, the selector displays all available services including pre-sales, post-sales, and general. * **Service Card View:** Services are presented as cards for easy review, including service name, description, and image. * **Service Selection:** Agents select a service to create a case linked to that service or case type. ## Practical Impact for ServiceNow Customers This version of the case type selector enhances agent efficiency and accuracy in case creation by: * Ensuring cases are correctly categorized by linking them to appropriate products and services. * Reducing search time through categorized service browsing and keyword search. * Providing a context-aware interface that simplifies case creation based on customer ownership and product data. * Allowing administrators to tailor the selector's behavior to organizational needs through configurable settings. With the Product Service select version of the case type selector, agents can create cases of the correct type based on the selected product or service. The Product Service select version of the case type selector supports services as well as case types. This version of the case type selector makes it easier for agents to find the available services for a product. This version of the case type selector enables the agent to do the following: * Select a product from a list of products owned by the account or consumer and see the available services for that product. This list includes sold products and install base items. * Select a category of services and see the available services within that category. * Search for a service by entering keywords in the search box. * Browse the available services using scroll bars and pagination. * Select a service and create a case based on the service or case type. {#csm-case-type-select-modals-product-service__ul_dtm_fmg_svb} Figure 1. Case type selector (Product Service select version) ## Creating cases using the Product Service select version {#csm-case-type-select-modals-product-service__section_vyn_21t_rzb} The system displays the case type selector when an agent creates a case from a list or a record. The fields that are available in the Product Service select version of the case type selector are context-driven based on how an agent creates a case. {#csm-case-type-select-modals-product-service__table_ulq_m3j_yxb__entry__2} | Agent action | Description | |-|-| | Select New | Select this action from case lists and case type lists such as My Cases or My Complaint Cases. | | Select Create Case | Select this action from the following records: * Interaction * Account * Contact * Consumer * Sold Product * Install Base Item * Case * Child Case {#csm-case-type-select-modals-product-service__ul_vsy_cf1_yxb} | [Table 1. Agent actions that display the case type selector] {#csm-case-type-select-modals-product-service__table_ulq_m3j_yxb} ## Creating cases from a record {#csm-case-type-select-modals-product-service__section_s41_tbm_rzb} When creating a case from a record, the Product Service select version of the case type selector includes the following sections and fields: {#csm-case-type-select-modals-product-service__table_px4_nkf_svb__entry__2} | Field | Description | |-|-| | Product filter | Use the fields in this section to select a product | | Only show services related to owned products | This check box controls the display of the Owned product field and determines the services included in the Services section. * If checked, the system lists the services categorized as post-sales that are relevant to the product selected in the Owned product field. * If cleared, the system lists the services categorized as pre-sales and general. {#csm-case-type-select-modals-product-service__ul_lqy_jkg_svb} | | Owned product | Use the Owned product field to select a product. This field uses typeahead search. Place the cursor in the field and start typing to display a list of products. Selecting a product filters the available services in the Services section. For sold products and install base items, the first line of an entry in the Product drop-down list displays the name of the product from the Product Model record. The second line displays the name of the sold product or install base item associated with the product model. | | Service category | Select a category to see the available services within that category or select All categories to see all available services. | | Services | Select a service in the Services section. * Services are displayed in a card format that show the service name, description, and image or icon. * Use a keyword search to narrow the list of available services. * Use the scroll bars and pagination to view the available services. {#csm-case-type-select-modals-product-service__ul_cfm_51v_lvb} | [Table 2. Product Service Select fields] {#csm-case-type-select-modals-product-service__table_px4_nkf_svb} Agents can select Create Case from the following records, which provide context about their owned products and services. {#csm-case-type-select-modals-product-service__table_l5f_ky1_yxb__entry__2} | Record | Description | |-|-| | Interaction | Applicable services are based on products owned by the contact or consumer. | | Account | Applicable services are based on products owned by the account. | | Contact | Applicable services are based on products owned by the contact and products that the contact has access to based on related party access. | | Consumer | Applicable services are based on products owned by the consumer. | | Sold Product | The Owned product field is auto-filled with the product model from the Sold Product record. | | Install Base Item | The Owned product field is auto-filled with the product model if the install base item is mapped to the product model. If there's no product model associated with the install base item, the Owed product field lists the products for the account and contact. | | Case | | | Child Case | | [Table 3. Record types with the Create Case action] {#csm-case-type-select-modals-product-service__table_l5f_ky1_yxb} ## Creating cases from a list {#csm-case-type-select-modals-product-service__section_smz_s1t_rzb} Agents can select New from a case list or case type. Because there's no customer context, the services listed include all available services (pre-sale, post-sale, and general). ## Service categories {#csm-case-type-select-modals-product-service__section_jct_p2l_rzb} The administrator can group services into categories so that it's easier for agents to find the services the need. Categories are displayed in the Service categories section. Agents can select a specific category to see the available services within that group or All categories to see all available services. ## Service cards {#csm-case-type-select-modals-product-service__section_b44_j2l_rzb} The Product Service select version of the case type selector displays the available services in a card view. Each card can include the following information for a service, depending on the configuration: * Name * Description * Image {#csm-case-type-select-modals-product-service__ul_zcc_cfl_rzb} When an administrator creates a service definition, they can provide a name for the service. They can also provide a description of the service and add an image to represent the service. For more information, see [Create a service definition](https://www.servicenow.com/docs/5_urm4KtLH7NxAxp_bpuxQ "Create a service definition record in the Customer Service Management (CSM) application to establish connections between products, services, and case types."). ## Browsing services in the case type selector {#csm-case-type-select-modals-product-service__section_urw_1pl_rzb} Agents can browse the available services for a selected category or for all categories. These services are displayed in a card view. The Product Service select version of the case type selector can display multiple pages of services. It can display 24 services at a time and a total of 200 services. The agent can perform the following actions: * Use the scroll bars to view all the displayed services. * Select Show more to see the next set of services (up to a maximum of 200) if more than 24 services are available. * Filter the displayed services by selecting a category. * View a count of the available services after applying a filter. {#csm-case-type-select-modals-product-service__ul_jkc_4pl_rzb} Note: The system displays the services that the logged-in agent has access to. When the agent reaches the limit of 200 services, the system directs the agent to refine the results. ## Searching for a service {#csm-case-type-select-modals-product-service__section_op5_rdl_rzb} Agents can search for a service by entering keywords in the search box. * A list of recent searches appears below the search box * Search results include the services with names or descriptions that contain the keywords. * Results are displayed in a card view. {#csm-case-type-select-modals-product-service__ul_k5c_s1l_rzb} ## Creating a case for a service {#csm-case-type-select-modals-product-service__section_jpk_ctl_rzb} Agents can create cases from lists and from records. Agents can create cases by selecting a service from the Product Service select version of the case type selector and then selecting Create Case. Agents see the Product Service select version with the Product filter when they create a case from the following records. * Interaction * Account * Contact * Consumer * Sold Product * Install Base * Case * Child Case {#csm-case-type-select-modals-product-service__ul_sgk_stl_rzb} The Only show services related to owned products check box is selected by default. * When selected, the agent can see Post-sales services. * When cleared, the agent can see Pre-sales, Post-sales, and General services. {#csm-case-type-select-modals-product-service__ul_pn2_bvl_rzb} If the agent is on a Sold Product or Install Base record, the Owned product field is auto-populated. If a customer hasn't activated the install base: * The Product Service Select version displays the Service and Case type fields. * The Service field lists all services, including pre-sales and post-sales. * Agents can select Create Case from an interaction, account, contact, or consumer record and select a case type in the Case type field. {#csm-case-type-select-modals-product-service__ul_i3c_3cg_svb} ## Case type selector configuration {#csm-case-type-select-modals-product-service__section_e3w_2mq_1cc} The Product Service select version of the case type selector includes a product filter. If you have the administrator role, you can configure the case type selector to hide this filter. By default, this configuration setting is false. The case type selector displays the product filter, the Only show services related to owned products check box is empty, and the case type selector shows all available service definitions. To hide the filter: 1. In the application navigator, sys_declarative_action_payload_definition.list and press Enter. 2. In the Key column, select CREATE_CASE_TYPE. 3. In the Payload field, locate the hideProductFilter setting. 4. Change the value of the setting from false to true and select Update. {#csm-case-type-select-modals-product-service__ol_exg_mnq_1cc} When this configuration setting is true, the case type selector doesn't display the product filter. The case type selector shows all available service definitions.