Investigate customer disputes

  • Release version: Australia
  • Updated July 28, 2026
  • 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.

    Procedure

    1. Navigate to All > Workspaces > CSM/FSM Configurable Workspace.
    2. Select the lists (List Icon.) icon.
    3. Navigate to Customer Dispute Management > All.
    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.
    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, enter the findings from your investigation.
      Note:
      If you are using ServiceNow Otto for TMT, you can 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).
    10. Select Mark complete.

    Result

    The dispute moves to the resolution and dispute analysis stage. To learn more, see Resolve a customer dispute and record the dispute analysis.