---
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


---

# Case Management for Invoice Operations

# Case Management for Invoice Operations {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
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## Summary of Case Management for Invoice Operations

The Case Management for Invoice Operations application enables customer service agents to efficiently manage and resolve issues related to invoices by creating cases for specific invoice lines or multiple invoices.
It introduces the Invoice case type, allowing agents to track multiple issues within a single invoice case using case lines, which can be managed and resolved independently before closing the case.
This application supports handling disputes, corrections, and inquiries related to invoices.
Show full answer Show less  

## Key Features

* **Invoice case type:** Allows referencing multiple invoices or invoice lines within a single case.
* **Case lines:** Enable agents to track and resolve multiple issues per invoice case separately.
* **Task management:** Agents can create tasks for others, assign case lines to different team members, and monitor progress.
* **Accessibility:** Invoice cases can be created and managed via CRM Workspace and Core UI.
* **Integration:** The application depends on the Case lines and workflows application and includes roles, service definitions, and components necessary for invoice case management.

## Common Invoice Issues Addressed

The application helps resolve typical invoice problems such as:

* Price adjustments due to quantity mismatches
* Price discrepancies including discounts, taxes, or unit price errors
* Incorrect customer data affecting billing or shipping
* Missing or incorrect items on invoices
* Part number or SKU errors
* Currency or unit of measure inaccuracies
* Disputes over negotiated prices, discounts, or promotions
* Incorrect invoice numbering

## Using Invoice Cases in Practice

Agents create invoice cases either from CRM Workspace or Core UI by selecting "New" in the Invoice Cases list. After creation, they can add or remove invoices and invoice lines, edit details, assign case lines, and create tasks. Saving the case sets it to Draft, and submitting it moves the case to the New state, ready for active resolution.

## Deployment and Availability

The Case Management for Invoice Operations application is available on the ServiceNow Store and includes list views, tables, roles, and workflows essential for managing invoice-related service requests. It is designed to streamline the resolution of invoice disputes and inquiries, improving operational efficiency and customer satisfaction.  
The Case Management for Invoice Operations application enables customer service agents to create cases for specific lines from a single invoice or for multiple invoices.
The Case Management for Invoice Operations application includes the [Invoice case type](https://www.servicenow.com/docs/dYmynTX~VNE2ilDa7TJP8Q#invoice-ops-installed-components__section_rvn_g3d_hdc). This case type provides the ability to reference multiple invoices or invoice lines as case lines on an invoice case record. By
using case lines, agents can track multiple issues for the same invoice case and resolve the issues in each case line independently before resolving and closing the invoice
case.

Use invoice cases to handle issues such as invoice disputes or requested corrections. With this application, agents can create an invoice case and add the invoices or invoice lines that are being disputed or that must be
corrected. Agents can work through the case, create case tasks for other team members as needed, or assign case lines to other agents.

## Benefits of using invoice cases {#csm-invoice-operations__section_x22_qq5_pdc}

Businesses can encounter invoice issues for many reasons including price or quantity discrepancies or incorrect products or services. Invoice issues can also result from incorrect customer details such as incorrect billing or
shipping locations. The following table provides some examples of these issues and the resulting invoice cases.  
{#csm-invoice-operations__table_vm2_mcg_b2c__entry__2}

| Reason | Case example |
|-|-|
| Price adjustments | The quantity of items invoiced does not match what was ordered or delivered, leading to either underbilling or overbilling. |
| Price discrepancies | The amount billed does not match the agreed-upon price or contract terms, such as incorrect discounts, tax calculations, or unit prices. |
| Incorrect customer information | The invoice contains errors in the customer's name, address, or billing information, which can affect payment processing. |
| Missing or incorrect items | An invoice includes products or services that were not delivered, or omits items that were delivered but not invoiced. |
| Part number or SKU errors | The part numbers or SKUs listed on the invoice do not match the products that were ordered or delivered, causing confusion or errors in inventory and payment processing. |
| Currency issues | An invoice is issued in the wrong currency or without proper conversion rates, creating discrepancies in the payment amount. |
| Incorrect unit of measure (UOM) | The unit of measure (for example, quantity per box, per meter, per kilogram) on the invoice is incorrect, causing confusion or errors in pricing and quantity calculations. |
| Dispute on negotiated price, discounts, or promotions | The invoice reflects a different price than what was negotiated, or discounts and promotions are not applied, leading to a dispute over the final amount due. |
| Incorrect invoice number | The invoice number does not follow the correct sequence, leading to accounting or tracking problems. |
[Table 1. Invoice case examples]

{#csm-invoice-operations__table_vm2_mcg_b2c}

## Overview of creating an invoice case {#csm-invoice-operations__section_o31_tq5_pdc}

The following table provides an overview of the process for creating an invoice case. For detailed steps, see [Create an invoice case](https://www.servicenow.com/docs/jdT24BmfzEfdGHSjIvq1vQ "Create an invoice case for a customer invoice or for selected invoice lines.").  
{#csm-invoice-operations__table_hpc_lhk_fdc__entry__2}

| Step | Description |
|-|-|
| Creating an invoice case | An agent can create an invoice case from CRM Workspace or from the Core UI by selecting New from the Invoice Cases list view. |
| Viewing the invoice case record | After creating an invoice case record, agents can: * Add invoices or invoice lines to the case. * Delete invoices or invoice lines from the case. * Create new invoice case lines. * Edit the details of invoice case lines. * Assign invoice case lines to themselves. * Create tasks for invoice case lines. {#csm-invoice-operations__ul_s3p_rkk_fdc} |
| Submitting the invoice case record | Selecting Save on the Invoice case record moves the invoice case to the Draft state. After reviewing the record details, the agent can select Submit on the Invoice case record to move the invoice case and the invoice case lines to the New state. Once in the New state, agents can begin working to resolve the invoice case. This includes creating tasks for invoice case lines, assigning them to other agents or team members, and monitoring case progress. |
[Table 2. Steps for creating an invoice case]

{#csm-invoice-operations__table_hpc_lhk_fdc}

## Case Management for Invoice Operations plugin {#csm-invoice-operations__section_vyh_lyh_2cc}

Case Management for Invoice Operations (com.sn_csm_invoice) is a case management application for handling support requests on invoices or invoice lines. This application enables customers to process invoice service requests such as invoice disputes or invoice inquiries.  
Note:  
The Case Management for Invoice Operations application has a dependency on the [Case lines and workflows](https://www.servicenow.com/docs/muzlBZoNrrn4vxzkDV3ifw "The Case lines and workflows application provides the ability to reference multiple line items on a case record. Agents and customers with the sn_customerservice.customer role can use these line items to capture, track, and resolve multiple related issues in a single case.") application (com.sn_case_line).  
The Case Management for Invoice Operations application includes list views for CRM Workspace and Core UI.

* In CRM Workspace, expand the Invoice Cases list category in the Lists tab.
* In Core UI, navigate to AllInvoice Case.
{#csm-invoice-operations__ul_nyr_13w_tcc}

The Case Management for Invoice Operations application also includes tables, roles, service definitions, the Invoice case type, and other components. For more information, see [Components installed with Case Management for Invoice Operations](https://www.servicenow.com/docs/dYmynTX~VNE2ilDa7TJP8Q "Several types of components are installed with the Case Management for Invoice Operations application, including tables, roles, and service definitions.").

The Case Management for Invoice Operations application is available from the ServiceNow Store.

## Request apps on the Store {#csm-invoice-operations__id_mql_xrt_cwb}

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#csm-invoice-operations__inline-send-to-store}

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