View or modify existing cases in Microsoft Outlook

As an account manager, view the five most recent cases related to a Microsoft Outlook contact to understand contact-related issues, modify any case information, and communicate more efficiently with the contact.

Before you begin

Role required: sn_customerservice.contact_manager and sn_customerservice.proxy_contact

About this task

Although you can view or modify existing cases from Microsoft Outlook, you can also access the CSM portal to work on open cases by clicking the pop-out icon ().

Procedure

1. Open an email message you received from the contact.
2. On the Microsoft Outlook Home tab, click View in ServiceNow.
3. Click Cases in the Outlook add-in panel.
   The add-in panel lists the five most recent cases connected to the contact that are not closed. You can load more cases.
4. Click a case to open the case details.
5. Type your message.
6. Optional: If you have supporting information such as a message that you want to attach to a case, click the attachment icon () and select the file.
7. Click Send.

Result

The newly added message is available in the activity stream.