Using Customer Service Problem Management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • By using Customer Service Problem Management, you can help diagnose and resolve the service problem cases identified in customer complaints.

    Customer Service agents can use the CSM/FSM Configurable Workspace or Customer Service Portal to create and resolve a service problem case. The case is a single source of truth to track and have visibility into the customer raised issues. The configurable workspace provides a multi-stage process to get started with the case.