---
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


---

# Create customer dispute

# Create a Customer Dispute Management case {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Register a customer dispute by capturing information about the initiator, the affected product or service, and supporting documents. Resolve the dispute by investigating the issue and proposing an appropriate
resolution.

## Before you begin

Verify that the Customer Dispute Management (CDM) application is activated.

Role required: sn_telco_adr_mgmt.manager

## About this task

Disputes can be submitted directly by the customer or by an authorized representative such as a legal guardian, legal firm, or regulatory body.

## Procedure

1. Navigate to AllWorkspacesCRM Workspace.
2. Select the lists (![ListIcon.]()) icon.
3. Navigate to Customer Dispute ManagementAll.
4. Select New.  
   A new customer dispute record opens.
5. On the Capture initiator details form, enter the initiator details.  
   For field descriptions, see [Capture initiator details form](https://www.servicenow.com/docs/ZzyRN2Ph52Yec8KFnTywPw "The Capture initiator details form enables you to collect the complaint requester details for an Customer Dispute Management (CDM) case.").
6. Select Continue.
7. On the Capture CDM information form, enter the dispute details.  
   For field descriptions, see [Capture CDM information form](https://www.servicenow.com/docs/iP5Inq1wn8fOBDpWALSNIQ "The Capture initiator details form enables you to collect the escalated complaint details for an Customer Dispute Management (CDM) case.").
8. Select Continue.
9. On the Upload documents form, select Add file to attach supporting evidence.
10. Select Mark Complete.
{#create-adr-case-record__steps_bbh_dpx_f3c}

## Result

The dispute record is created with any uploaded attachments. An email notification is sent to the customer or authorized representative confirming the dispute registration. The dispute moves to the Investigation stage. For
more information, see [Investigate customer disputes](https://www.servicenow.com/docs/0kvl~zp3L3TCfzwDfBxnxQ "Investigate customer disputes by reviewing previous records, linking relevant cases, and documenting findings to support resolution decisions.").
**Related concepts**   

* [Customer Dispute Management](https://www.servicenow.com/docs/V3xVM4OHMNqDv70NImrn~w "Customer Dispute Management provides a structured process to register, investigate, and resolve customer disputes and complaints, including disputes referred to regulatory bodies.")  
**Related tasks**   

* [Investigate customer disputes](https://www.servicenow.com/docs/0kvl~zp3L3TCfzwDfBxnxQ "Investigate customer disputes by reviewing previous records, linking relevant cases, and documenting findings to support resolution decisions.")
* [Resolve a customer dispute and record the dispute analysis](https://www.servicenow.com/docs/2v9DMz3VXt_nosAev2wPKQ "Resolve customer disputes by creating resolution tasks, documenting dispute analysis, and proposing solutions. Complete this stage after investigation and before closure.")
* [Close a customer dispute](https://www.servicenow.com/docs/eUdBWGjHh0dpdVm5pSyCnw "Notify the customer of the outcome, capture the customer's feedback, and record closing information before closing the dispute.")
* [View a Customer Dispute Management case record](https://www.servicenow.com/docs/RuqJamjEgc1IOimAeDLqMw "View the details of an Customer Dispute Management (CDM) case record in the CRM Workspace so that you can review the customer dispute information.")

*[\>]: and then