Customer Service Management Workflow Studio actions

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

    • Use Workflow Studio actions as building blocks to create Customer Service Management business processes.

    Table 1. CSM Workflow Studio actions
    Action Description
    Get Case Retrieve a case record using the case number. If multiple records are found, only the first record is returned.
    Create Case Create a case using one or more attributes. This action mimics the structure of the Case table (sn_customerservice_case) and exposes all of the fields present on the Case table.
    Create Quick Case Create a case using the customer, description, channel, priority, and category attributes.
    Create Task on Case Create a case task and optionally associate it with a case.
    Update Case Update a case by providing the case reference and the fields that you want to update.
    Assign Case Assign a case using matching rules. To use this action, you must first define the matching rules that match cases with resources (assignment groups, agents).
    Escalate Case Request case escalation. This action does not automatically approve escalation. Approval is based on the selected escalation template.
    Escalate Account Request account escalation. This action does not automatically approve escalation. Approval is based on the selected escalation template.
    Add Work Note to Task Add a work note to a task or to task extended objects (for example, a case or case task).
    Add Comment to Task Add a comment to a task or to task extended objects (for example, a case or case task).