---
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


---

# Investigate customer disputes

# Investigate customer disputes {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Investigate customer disputes by reviewing previous records, linking relevant cases, and documenting findings to support resolution decisions.

## Before you begin

Role required: sn_telco_adr_mgmt.manager

## About this task

During the investigation stage, determine whether the customer has other reported issues relevant to the dispute and document investigation findings before proceeding to
resolution.{#investigate-customer-dispute__investigate-customer-dispute-context-1}

## Procedure

1. Navigate to AllWorkspacesCRM Workspace.
2. Select the lists (![List Icon.]()) icon.
3. Navigate to Customer Dispute ManagementAll.
4. Open the Customer Dispute Management (CDM) case record that you want to investigate.
5. On Investigate stage, review the list of previously reported records for the customer.  
   The system displays up to five of the most relevant case and service problem case records for the account, filtered by a similar category to the dispute, a matching short description, and an issue date within the past six months. Each record shows the record number, status, short description, date the issue was opened, and category. You can also select the search (![Search Icon]()) icon to find more records that are relevant to the dispute.  
   Note:  
   If you are using ServiceNow Otto for TMT, you can see the requester's sentiments on a case record. To learn more, see [Analyze the sentiment of a service problem case using ServiceNow Otto for TMT](https://www.servicenow.com/docs/mx3~C4DtZagigieqrdlNDA "Generates the requester's sentiment and the reasoning behind it on the complaint cases in the ServiceNow Otto for TMT application. Make informed decisions on complaint cases based on sentiment to link the cases on the Alternative Dispute Resolution (ADR) case record.").
6. For each record shown, select Link the record to associate it with the dispute, or Dismiss to remove it from the list without linking it.
7. Review the Currently linked section to see all records currently linked to the dispute.  
   To remove a record from the dispute, select Unlink this record next to that record.
8. Select Continue.
9. In the Key findings field on the Analyze linked facts form, generate a comprehensive summary of the linked records.  
   To learn more, see [Summarize the linked records using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/WQEPxBa29MgbfzTYbZxTgw "Generate a comprehensive summary of the service problem case records that you have linked on the Alternative Dispute Resolution (ADR) case. Quickly understand case details linked to a customer complaint using the comprehensive summary of linked records skill in the ServiceNow Otto for TMT application.").
10. Select Mark complete.
{#investigate-customer-dispute__steps_jq2_ksm_bkc}

## Result

The dispute moves to the resolution and dispute analysis stage. To learn more, see [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.").
* **[Summarize the linked records using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/WQEPxBa29MgbfzTYbZxTgw)**   
  Generate a comprehensive summary of the service problem case records that you have linked on the Alternative Dispute Resolution (ADR) case. Quickly understand case details linked to a customer complaint using the comprehensive summary of linked records skill in the ServiceNow Otto for TMT application.
* **[Analyze the sentiment of a service problem case using ServiceNow Otto for TMT](https://www.servicenow.com/docs/mx3~C4DtZagigieqrdlNDA)**   
  Generates the requester's sentiment and the reasoning behind it on the complaint cases in the ServiceNow Otto for TMT application. Make informed decisions on complaint cases based on sentiment to link the cases on the Alternative Dispute Resolution (ADR) case record.

**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**   

* [Create a Customer Dispute Management case](https://www.servicenow.com/docs/UUWBE1vH0F70aO0XJErnHQ "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.")
* [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