Using Customer Dispute Management case

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

• Create a Customer Dispute Management case
  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
  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
  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
  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
  View the details of an Customer Dispute Management (CDM) case record in the CSM/FSM Configurable Workspace so that you can review the customer dispute information.

Related concepts

• Customer Dispute Management