---
sourceDocument: Brazil Public Sector
sourceDocumentLink: https://www.servicenow.com/docs/r/government-industry

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Investigative Case Management

# Using Investigative Case Management for Public Sector Digital Services {#ariaid-title1}

Release version: Brazil  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
As an investigator or supervisory agent, you can use the Investigative Case Management application to keep track of case tasks, assets, entities, and all shared information relating to a case. You can work on cases collaboratively with other investigators and managers, and use generative AI
skills to summarize cases and case narratives.

## Investigator Landing Page {#psds-using-icm__section_ytt_n5z_m3c}

The Investigative Case Management experience begins on the ICM landing page for investigators and supervisors. Investigative organizations may customize their landing pages with branding colors or other display changes, but the components may remain the
same.

The following is an example of how the default landing page appears in the Public Sector Workspace
ICM workspace for an investigator or supervisory agent.

Here, you can see your workload at a glance, showing active cases, shared cases, upcoming deadlines and events, recent activity, and pending tasks. You can customize this view to your preferences, sorting cases and tasks
with custom filters. You can create a case directly from this view, or you can navigate to the Lists menu to create it from there.

## Investigative Case Record {#psds-using-icm__section_cbb_45z_m3c}

For investigators, the case record page aims to be a one-stop shop. Once you open a case, you can see every case detail (narrative, evidence, entities, tasks, and case team) organized into a single case record.


## Entity Management {#psds-using-icm__section_fzb_kh4_43c}

For investigators, the entity management feature provides visibility across all entities related to the case, creating a master index of persons, property, vehicles, organizations, locations, events, and firearms that are all
linkable to cases and each other, and helping investigators detect connections between them. Investigators can add as many entities to the case as they need.


For more information on using the Entity management feature, see [Using Entity Management](https://www.servicenow.com/docs/RWKCXuwi~lD_TZnIHVnuww "Investigators can use the Investigative Case Management Entity Management feature to manage all entities (persons, locations, vehicles, property, firearms, organizations) related to a case.").

## Evidence Management {#psds-using-icm__section_sxq_b34_43c}

For investigators, the Evidence management feature allows investigators to manage physical and digital evidence with structured fields for collection details, classification, and links to related entities, all within the case
record. Investigators can create Chain of custody documentation in every evidence record, capturing each transfer from the moment of collection. Evidence, cases, and entities are all connected, so investigators can link and document
connections.


For more information on using the Entity management feature, see [Using Evidence Management](https://www.servicenow.com/docs/XL0H2P5y7juBgaZp0cIzBQ "Investigative Case Management Evidence Management guides investigators through the process of logging and managing all physical and digital evidence associated with a case, ensuring it's consistently classified, accessed, and associated with relevant investigative records.").