---
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


---

# Resolve a customer dispute and record the dispute analysis

# Resolve a customer dispute and record the dispute analysis {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Resolve customer disputes by creating resolution tasks, documenting dispute analysis, and proposing solutions. Complete this stage after investigation and before closure.

## Before you begin

Role required: sn_telco_adr_mgmt.manager

## About this task

This stage in the Customer Dispute Management (CDM) playbook focuses on implementing the resolution tasks and documenting the dispute analysis. Both activities must be completed before moving the dispute to closure.

## Procedure

1. Navigate to AllWorkspacesCRM Workspace.
2. Select the lists (![Lists Icon.]()) icon.
3. Navigate to Customer Dispute ManagementAll.
4. Open the CDM case record.
5. To implement the resolution, on the Resolution stage, select Create tasks and complete the task fields.  
   {#resolve-customer-dispute__table_rfw_wsm_bkc__entry__2}

   | Field | Description |
   |-|-|
   | Opened on | Date when the task was created |
   | Priority | Priority level of the resolution task |
   | Assigned to | User responsible for completing the task |
   | State | Current state of the task |
   | Short description | Brief summary of the work to be done |
   | Description | Detailed explanation of the work to be done |
   [Table 1. Resolution task fields]

   {#resolve-customer-dispute__table_rfw_wsm_bkc}
6. Select Save.  
   Created tasks appear in a grid showing number, opened date, subject, assigned to, and priority. You can filter, search, and sort this grid.
7. Mark all resolution tasks complete.  
   Open each task, update the state to complete, and save the task.
8. Select Continue.
9. Select Add dispute analysis and complete the dispute analysis fields.  
   {#resolve-customer-dispute__steps_pfw_wsm_bkc__entry__16}

   | Field | Description |
   |-|-|
   | Category | General category of the issue. |
   | Subcategory | Specific subcategory within the selected category |
   | Reason | Dispute reason. |
   | Products identified | Product or products associated with the dispute. |
   | Assignment group | Group responsible for the affected product line. |
   [Table 2. Dispute analysis fields]

10. Select Save.
11. Select Mark complete.  
    The dispute moves to the Closure stage.
12. Select Continue.
{#resolve-customer-dispute__steps_pfw_wsm_bkc}

## Result

The system sends the customer an email that summarizes the dispute, investigation findings, and proposed resolution. Based on the customer response, you can close the dispute. For more information, see [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.").
**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.")
* [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.")
* [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