--- 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 --- # Components installed with case types # Components installed with case types {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Components installed with case types The Customer Service Case Types plugin (com.snc.csmcasetypes) in ServiceNow installs several components that enhance case management by supporting case types and the service definitions feature. These components include new tables, roles, system properties, and extension points designed to streamline case creation and service management. Show full answer Show less ## Tables Installed with Case Types This plugin introduces multiple tables that help manage case types and service definitions: * **Case Type \[sncasetype\]**: Stores defined case types used in customer service. * **Service Definition \[sncasetypeselection\]**: Holds service definitions, with additional fields like domain path, playbook, and active status. * **Service Definition Category and Relationships**: Tables manage categories for service definitions and their associations with services, products, catalog items, and relationships between services. * **User and Customer Criteria**: These tables store filtering criteria that determine which services are available to users and customers during case creation, ensuring relevant service options. ## Roles Installed with Case Types Several roles are installed to control access and management of case types and service definitions: * **Service Definition Admin**: Full permissions to create, update, view, and delete service definitions and related categories. * **Service Definition Manager**: Can create, update, and view service definitions and categories. * **Service Definition Viewer**: Read-only access to service definitions and categories. * **Service Definition Report Viewer** and **All Table Viewer**: Provide reporting and broad viewing access to service definition tables. ## Properties Installed with Case Types The plugin adds system properties that control how agents select case types in CRM Workspace: * **Case Type Single Field Select**: Enables a simple single-selection case type creation screen (default: false). * **Service Definition Select**: Enables a product/service-based case type selector screen, overriding the single select property when true (default: true). * **Service Definition Select Count**: Sets the number of products and services shown in the selector (default: 25). * **Get Case Types Roles**: Defines the roles authorized to access the Case Type Selector and related APIs, customizable by appending roles to the comma-separated list. ## Extension Points Installed with Case Types The plugin includes the **CSMServiceDefinitionIntegrations** extension point, allowing customization of the product list shown to agents in the Product Service Select case type selector screen. By default, this list reflects the customer's owned products and install base items. Administrators can customize this extension point by creating implementations using scripted extension points, modifying the script to return tailored product data. The implementation with the lowest order number takes precedence. Several types of components are installed with the Customer Service Case Types plugin (com.snc.csm_case_types), including components that support the service definitions feature. ## Tables installed with case types {#service-definitions-components__section_zsb_xlc_dwb} The following tables are installed with the Customer Service Case Types (com.snc.csm_case_types) plugin. {#service-definitions-components__table_qdp_bbj_fwb__entry__2} | Table | Description | |-|-| | Case Type \[sn_case_type\] | This table stores the defined case types. For more information, see [Customer Service case types](https://www.servicenow.com/docs/di6CZAqCPuvjlxOzpeO0DA "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 Definition \[sn_case_type_selection\] | This table stores the defined service definitions. The service definition feature adds the following fields to the Service Definition table: * Domain Path * Playbook Record Generator * Active * Number {#service-definitions-components__ul_b1x_fhb_4vb} For more information, see [Service definitions](https://www.servicenow.com/docs/V~SSUZyCdNagu_Ukj1xdow "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."). | | Service Definition Category \[sn_csm_case_types_service_category\] | This table stores the categories that are created for service definitions. | | Service Definition Category Relationships \[sn_csm_case_types_service_category_rel\] | This table stores the service definitions that are associated with a service definition category. | | Product Service Relationship \[sn_csm_case_types_product_service_rel\] | This table stores the products that are linked to a service definition. For more information about these relationships, see [Associate a product with a service definition](https://www.servicenow.com/docs/zUvfYZZyF9wRHfY~l7g1UA "After creating a service definition, you can associate one or more product models or sold products with the definition."). | | Service to Service Relationship \[sn_csm_case_types_service_to_service_rel\] | This table stores relationships that have been configured between services. For example, related services that have been added to a service definition. | | Catalog Service Relationship \[sn_csm_case_types_catalog_service_rel\] | This table stores the catalog items that are linked to a service definition. For more information, see [Configure catalog items for a service definition](https://www.servicenow.com/docs/PU1qA67FLOyRVFNRPXZfjg "After creating a service definition, you can associate one or more catalog items with the definition."). | | Service Definition User Criteria \[sn_csm_case_types_service_user_criteria\] | This table stores the user criteria that has been configured for a service definition record. The system uses this criteria to filter the services that are available to users in the service selector when creating a case. For more information, see [Configure user criteria for a service definition](https://www.servicenow.com/docs/8is3yxDzS6gAY84uN_MUlw "After creating a service definition, configure user-specific criteria to control which users can access and use that service definition to create a case."). | | Service Definition Customer Criteria \[sn_csm_case_types_service_customer_criteria\] | This table stores the customer criteria that has been configured for a service definition record. The system uses this criteria to filter the services that are available to customers. For more information, see [Configure customer criteria for a service definition](https://www.servicenow.com/docs/zjHzKatyv7_~ORcDwU73mA "After creating a service definition, configure customer-specific criteria to determine which customers are eligible for that service."). | [Table 1. Tables added with case types] {#service-definitions-components__table_qdp_bbj_fwb} ## Roles installed with case types {#service-definitions-components__section_mfk_zlc_dwb} The following service definition roles are installed with the Customer Service Case Types (com.snc.csm_case_types) plugin. {#service-definitions-components__table_kkn_mbb_4vb__entry__3} | Role | Description | Contains roles | |-|-|-| | Service definition admin \[sn_csm_case_types.service_definition_admin\] | Administrator role for the [Customer Service case types](https://www.servicenow.com/docs/di6CZAqCPuvjlxOzpeO0DA "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.") tables. Users with this role can view, create, update, and delete service definitions, service definition categories, and service definition category relationships. | * sn_csm_case_types.service_definition_manager * sn_service_org.service_criteria_delete {#service-definitions-components__ul_bxd_n2v_xxb} | | Service definition manager \[sn_csm_case_types.service_definition_manager\] | Manager role for the [Customer Service case types](https://www.servicenow.com/docs/di6CZAqCPuvjlxOzpeO0DA "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.") tables. Users with this role can view, create, and update service definitions, service definition categories, and service definition category relationships. | * sn_csm_case_types.service_definition_report_view * sn_csm_case_types.service_definition_all_table_viewerr * sn_service_org.service_criteria_write * sn_service_org.service_criteria_create * sn_service_org.service_criteria_read {#service-definitions-components__ul_u4g_dd5_bwb} | | Service definition viewer \[sn_csm_case_types.service_definition_viewer\] | Users with this role can view service definitions, service definition categories, and service definition category relationships. | sn_service_org.service_criteria_read | | Service definition report viewer \[sn_csm_case_types.service_definition_report_view\] | Provides report view access to service definition related tables. | None | | Service definition all table viewer \[sn_csm_case_types.service_definition_all_table_viewer\] | Provides view access to the service definition tables. Users with this role can view service definitions, service definition categories, and service definition category relationships. | None | [Table 2. Roles installed with case types] {#service-definitions-components__table_kkn_mbb_4vb} ## Properties installed with case types {#service-definitions-components__section_iwp_1mc_dwb} The following properties are added with the Customer Service Case Types plugin. These properties control the version of the case type selector screen that is displayed to agents. For more information, see [Case type selector screen](https://www.servicenow.com/docs/_ydCYYXGEQz~BULc16Dj4Q "The case type selector enables customer service agents to quickly and easily create the right kind of case for a contact or consumer by selecting from a list of available case types or services."). {#service-definitions-components__table_dht_2j2_dwb__entry__2} | Property | Description | |-|-| | sn_csm_case_types.case_type_single_field_select | Set this property to true to enable the case type single select feature in CRM Workspace. When enabled, an agent can use this feature to create a case of a specific type with a single selection in the case type selector screen. * Type: true \| false * Default value: false * Location: System Property \[sys_properties\] table {#service-definitions-components__ul_zc4_z3f_svb} | | sn_csm_case_types.service_definition_select | Set this property to true to enable the Product Service Select version of the case type selector screen. When enabled, an agent can use this screen to create a record based on the selected product or service. * Type: true \| false * Default value: true * Location: System Property \[sys_properties\] table {#service-definitions-components__ul_j3k_bjf_svb} This property overrides the sn_csm_case_types.case_type_single_field_select property. * When set to true, the system displays the Product Service Select screen. * When set to false, the system uses the value of the sn_csm_case_types.case_type_single_field_select property. * If both properties are set to true, the sn_csm_case_types.service_definition_select property takes precedence. * If both properties are set to false, the system displays the multi-select screen. {#service-definitions-components__ul_gvv_fp2_dwb} | | sn_csm_case_types.service_definition_select_count | Determines the number of the products and services displayed in the Product Service Select screen. * Type: integer * Default value: 25 * Location: System Property \[sys_properties\] table {#service-definitions-components__ul_wmb_fmf_svb} | | sn_csm_case_types.get_case_types_roles | Stores the admin and agent roles that can access the Case Type Selector and getCaseTypes API. Roles are listed in the Value field in a comma-separated list. To add a role, append the role at the end of the list. * Type: string * Default value: itil,admin,sn_customerservice_agent,sn_customerservice.consumer_agent * Location: System Property \[sys_properties\] table {#service-definitions-components__ul_vrg_l2f_3cc} | [Table 3. Properties installed with case types] {#service-definitions-components__table_dht_2j2_dwb} ## Extension points installed with case types {#service-definitions-components__section_d3j_qh2_dwb} Extension points enable you to extend the functionality of an application and integrate customizations without altering the application code. Extension points are stored in the Extension Point \[sys_extension_point\] table. The CSMServiceDefinitionIntegrations extension point returns a list of products that is available to agents in the Product field on Product Service Select version of the [case type selector screen](https://www.servicenow.com/docs/_ydCYYXGEQz~BULc16Dj4Q "The case type selector enables customer service agents to quickly and easily create the right kind of case for a contact or consumer by selecting from a list of available case types or services."). Out of box, this list is based on customer context and displays the sold products and install base items owned by the customer. To access this extension point, navigate to AllSystem Extension PointsScripted Extension Points and select CSMServiceDefinitionIntegrations. To modify this extension point: 1. Select the Create implementation related link on the extension point record. 2. Modify the Script field and add an API to return product information. 3. Select Update. The system adds the implementation to the Implementations related list on the extension point record. Note: The implementation with the lowest Order number is used to return the list of products. {#service-definitions-components__ol_v4m_nlz_dwb} *[\>]: and then