---
sourceDocument: Brazil Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# Configure

# Configuring Customer Service Problem Management {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
With Customer Service Problem Management (CSPM) define the tests to diagnose the service problems. Implement targeted solutions based on test results to resolve those problems.  
The configuration of CSPM requires setting up the following applications to manage service problems from detection through resolution:

Customer Service Problem Management
:   Streamlines how service-related issues are handled. It enables customer service agents to either initiate a case or access the existing ones that are created in response to the issues experienced by customers. This application
    serves as a central hub for tracking, managing, and resolving customer issues.

Service Test Management
:   Enables you to define and manage various tests that help diagnose service problems. By using this application, service teams can confirm that they have robust testing procedures in
    place. These procedures are critical for identifying
the root causes of issues and implementing timely solutions.  
As an administrator, follow these steps to configure the Customer Service Problem Management:

* Activate the Customer Service Problem Management application.
* Define Test groups. For more information, see [Setting up a test group](https://www.servicenow.com/docs/7NGlU8gJ8LPe5W4OQoWp4Q "Use test groups to define manual or automated testing strategies, apply shared characteristics across test definitions, and limit scope using conditions tied to product inventory records.").
* Define Test definitions. For more information, see [Setting up test definitions](https://www.servicenow.com/docs/ldgIJkiGiOSbH10RIWgU5g "Define test definition to specify the parameters, metrics, and threshold rules for a service test in the Service Test Management application.").
{#configuring-spm__ul_xqf_j4t_3bc}