---
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


---

# Use Customer DIspute Management

# Using 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  
Use the Customer Dispute Management (CDM) case to resolve escalated customer disputes efficiently.

Customer Dispute Management (CDM) cases are specialized case types designed for disputes that cannot be resolved through standard customer service channels. CDM cases provide structured workflows, escalation paths, and documentation
requirements for formal dispute resolution.

Following are the examples of customer disputes:

* Contract disagreements requiring legal review
* Billing disputes exceeding standard adjustment thresholds
* Service level agreement violations
* Multi-party conflicts requiring mediation
{#use-alternative-dispute-resolution-case__ul_bcc_rpm_bkc}
* **[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.
* **[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.

**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.")