---
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 form related lists

# Case form related lists {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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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 Case form related lists

The Case form in ServiceNow Brazil release provides various related lists that store detailed case information and enable customer service agents to efficiently manage and perform case-related tasks.
These related lists consolidate key elements such as tasks, communications, appointments, escalations, and associated records directly within the case form, streamlining case resolution processes.
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## Key Features

* **SLAs:** Displays the service level agreements linked to the case to ensure timely resolution.
* **Tasks:** Shows all tasks created for the case by agents or managers. Task state changes and creations are logged in the case Activity field. New tasks created post-New York release use the CSTASK prefix; older tasks retain the TASK prefix.
* **Phone:** Logs incoming and outgoing phone calls related to the case for traceability.
* **Appointments:** Lists appointments made as part of resolving the case. Appointment creation is recorded in the Activity field, and notifications are sent to users selected in the appointment's To field.
* **Emails:** Captures emails sent or received regarding the case. Agents can send updates or inquiries directly from the case, and state changes automatically trigger customer notifications. Customers can also interact via email.
* **Problems:** Shows problems linked to the case to track broader issues.
* **Work Orders:** Lists work orders generated for case resolution.
* **Social Logs:** Records social media communications. Each log links to the user's social profile and provides a URL to view the conversation externally.
* **Attached Knowledge:** Displays knowledge articles attached as potential solutions.
* **Knowledge Gaps:** Shows feedback tasks created when knowledge gaps are reported, facilitating continuous knowledge improvement.
* **Escalations:** Lists escalations related to the case to monitor priority handling.
* **Child Cases \& Requests:** Tracks any child cases and requests associated with the primary case, supporting case hierarchy management.
* **Blocked by:** Identifies blocking tasks that may delay case progress.
* **Related Parties:** Lists contacts or consumers related to the case, ensuring all stakeholders are visible.

## Practical Benefits for ServiceNow Customers

By leveraging these related lists, customer service agents gain comprehensive visibility into all aspects of a case within a single interface. This holistic view helps improve case tracking, communication, collaboration, and timely resolution. Automated logging of activities and notifications facilitates efficient customer engagement and internal coordination. Additionally, linking knowledge articles and identifying knowledge gaps supports continuous improvement of service quality.  
The Case form includes related lists that store case information and that agents can
use to perform case-related tasks.
{#r_CSCaseFormRelatedLists__table_wlv_sab_tt__entry__2}

| Related List | Description |
|-|-|
| SLAs | The service level agreements that are associated with this case. |
| Tasks | Tasks that have been created for this case by the customer service agent or agent manager. When you create a task or change the state of a task, the information is recorded in the case Activity field. When you create a case task, the system generates a task number with a prefix. Following upgrade to the New York release: * New case tasks use the CSTASK prefix. * Existing tasks, regardless of state, use the TASK prefix. {#r_CSCaseFormRelatedLists__ul_fy3_dkx_nhb} |
| Phone | The case phone log. A list of incoming or outgoing phone calls associated with this case. |
| Appointments | Appointments that the customer service agent makes with the customer or others as part of resolving this case. When you create an appointment, an appointment creation message is recorded in the case Activity field. The user selected in the To field on the appointment form receives an email with the appointment details. |
| Emails | The case email log. A list of the emails that are sent or received as part of resolving this case. The customer service agent or agent manager can send email from within the case, such as updates and inquiries to customers or other employees. A change in the state of the case triggers an automatic email to be sent to the customer. Customer contacts can create and update cases by email as well as receive updates from customer service agents. |
| Problems | A list of problems related to this case. |
| Work Orders | A list of work orders created for this case. |
| Social Logs | A list of the communication with customers or consumers that takes place through social media channels. The Social Log form includes the Social Profile of the user that created the communication and the Social URL for the conversation. Click the URL to open the conversation in a new tab. |
| Attached Knowledge | Knowledge articles attached as a proposed solution to the case. |
| Knowledge Gaps | Feedback tasks that are created when a knowledge gap is reported. |
| Escalations | A list of escalation records that are related to this case. |
| Child Cases | A list of child cases associated with this case |
| Requests | A list of requests associated with this case. |
| Blocked by | A list of [blocking tasks](https://www.servicenow.com/docs/QOyU05sjrVMTHE2KduBLUw "Certain agent actions trigger case flows which create and resolve the blocking tasks for customer service cases. These tasks determine the case action status.") that have been created for this case. |
| Related Parties | A list of related parties, such as contacts or consumers added to the case. |
[Table 1. Customer service case form related lists]

{#r_CSCaseFormRelatedLists__table_wlv_sab_tt}