---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Case type selector

# Case type selector {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
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## Summary of Case type selector

The case type selector is a ServiceNow component designed to help customer service agents efficiently create accurate cases by selecting the appropriate case type, product, or service.
It streamlines the case creation process by offering a configurable list of options aligned with the customer's context, such as owned products or available services.
Show full answer Show less  

## Using the Case type Selector

The selector appears when agents initiate case creation from various records or lists such as Interaction, Account, Contact, Consumer, Sold Product, and others. Agents can start case creation by selecting "New" from case lists or "Create Case" from related records. The exact options presented depend on the configuration set by the system administrator.

## Available Versions and Configuration

System administrators control which version of the case type selector is presented by setting system properties. The main versions include:

* **Multi-select (default):** Agents can select a case type and optionally narrow options by category and subtype fields.
* **Single-select:** Allows agents to choose a case type from a list and create the case with one click. This version is available only in CRM Workspace and requires enabling via the `sncsmcasetypes.casetypesinglefieldselect` property.
* **Product Service Select:** Enables agents to create cases by selecting a product and/or service. It is controlled by the `sncsmcasetypes.servicedefinitionselect` property and takes precedence over the single-select setting.

## Key System Properties

* **sncsmcasetypes.casetypesinglefieldselect:** Enables single-select mode in CRM Workspace; default is false.
* **sncsmcasetypes.servicedefinitionselect:** Enables Product Service Select mode; default is true and overrides the single-select property.
* **sncsmcasetypes.servicedefinitionselectcount:** Controls how many products and services appear in the Product Service Select version; default is 25.

## Configuring Service Definitions

Service definitions and their relationships for cases and case tasks are configured by system administrators or designated service definition managers. These configurations allow inclusion of logic and default field values that automate and standardize case task creation.

## Benefits for ServiceNow Customers

By leveraging the case type selector, agents can create cases faster and with greater accuracy, improving customer service efficiency. Administrators have flexible control over the selector's behavior to match their organization's processes and ensure agents see relevant options aligned with customer context and service offerings.  
The case type selector enables customer service agents to quickly and easily create the right kind of case for a contact or consumer by selecting from a list of available case types or services.

## Overview {#csm-case-type-select-modals__section_ugf_ys3_3kb}

The case type selector is a component that provides agents with the ability to select the appropriate case type or service when creating a case. For example, an agent can use the case type selector to do the following:

* Select a case type and create a case of that type.
* Select a product from a list of products owned by the customer and create a case for that product.
* Select a service and create a case for that specific service.
{#csm-case-type-select-modals__ul_p44_jz1_yxb}  
The selections that an agent can make is determined by the case type selector configuration. The system administrator can configure [different versions of the case type selector](https://www.servicenow.com/docs/Xw6wmzPWlXrCWh6QlFtWGg#csm-case-type-select-modals__section_h24_lf1_yxb) by setting [properties](https://www.servicenow.com/docs/Xw6wmzPWlXrCWh6QlFtWGg#csm-case-type-select-modals__section_p3t_k3f_svb). The different versions include:

* Multi-select (default)
* single-select
* [Product Service select](https://www.servicenow.com/docs/cWrovzG3Xt60qbFab2kp8Q "With the Product Service select version of the case type selector, agents can create cases of the correct type based on the selected product or service.")
{#csm-case-type-select-modals__ul_l3d_dzk_rzb}  
Figure 1. Case type selector (multi-select version)

## Using the case type selector {#csm-case-type-select-modals__section_pfj_rdj_yxb}

The system displays the case type selector when an agent creates a case from a list or a record.  
{#csm-case-type-select-modals__table_ulq_m3j_yxb__entry__2}

| Agent action | Description |
|-|-|
| Select New | Select this action from case lists and case type lists such as My Cases or My Complaint Cases. |
| Select Create Case | Select this action from the following records: * Interaction * Account * Contact * Consumer * Sold Product * Install Base Item * Case * Child Case {#csm-case-type-select-modals__ul_vsy_cf1_yxb} |
[Table 1. Agent actions that display the case type selector]

{#csm-case-type-select-modals__table_ulq_m3j_yxb}

Some declarative actions available with the Customer Service Case Types plugin are disabled by default. For more information, see [Configure case type and case task type declarative actions](https://www.servicenow.com/docs/XaNKE0UYySabNmHr4Ql32Q "Configure declarative actions that enable agents to create cases and case tasks from different locations within CRM Workspace.").

## Case type selector versions {#csm-case-type-select-modals__section_h24_lf1_yxb}

Different versions of the case type selector are available for agents to use. The system administrator can configure system properties to determine the version of the case type selector that is presented to agents.{#csm-case-type-select-modals__table_s2h_fff_svb__entry__2}

| Version | Description |
|-|-|
| Multi-select | With the multi-select version, the agent selects a case type and optionally selects a category to narrow the available choices before creating a case. A category subtype field can also be configured. This field can be a choice list field or a reference field from the Case Type table. Note: If a subtype has not been configured for a case type, the subtype field is not displayed. The multi-select version of the case type selector is the default functionality. For more information, see [Select a category and subtype for a case type](https://www.servicenow.com/docs/tXUtAzKk89zVL1sWksKIhA#manage-csm-case-types__section_l3d_jr3_3kb). |
| Single-select | With the single-select version, the agent selects a case type from a list of available case types and creates a case with one click. The system uses configured field mapping to fill in some of the fields on the Case form. The display of the single-select version is controlled by the sn_csm_case_types.case_type_single_field_select system property. * When enabled, the system displays the single-select version. * When disabled, the system displays the multi-select version. {#csm-case-type-select-modals__ul_jqb_gx5_lvb} Note: The single-select version is only available in CRM Workspace. For more information, see the following topics: * [Enable the case type single select property](https://www.servicenow.com/docs/5sDonuhwOWPOcljRaxD8YA "Enable the case type single select property so that customer service agents can use the case type single select version of the case type selector and create cases of a specific type with one click.") * [Create a configuration for case type single-select](https://www.servicenow.com/docs/5h3WczybM_8K3DJmj3aXMw "Create a configuration for the single-select version of the case type selector and define the fields and values that the system uses to auto-populate the Case form.") {#csm-case-type-select-modals__ul_qm3_dlj_yxb} |
| Product Service Select | With the Product Service Select version, the agent selects a product and/or a service to create a case. For more information, see [Product Service select version of the case type selector](https://www.servicenow.com/docs/cWrovzG3Xt60qbFab2kp8Q "With the Product Service select version of the case type selector, agents can create cases of the correct type based on the selected product or service."). The display of the Product Service Select version is controlled by the sn_csm_case_types.service_definition_select system property. * When enabled, the system displays the Product Service Select version of the case type selector. * When disabled, the system uses the value of the sn_csm_case_types.case_type_single_field_select property. {#csm-case-type-select-modals__ul_a5m_bhf_svb} |
[Table 2. Versions of the case type selector component]

{#csm-case-type-select-modals__table_s2h_fff_svb}

## Case type select properties {#csm-case-type-select-modals__section_p3t_k3f_svb}

The following properties determine which version of the case type selector is presented to agents.{#csm-case-type-select-modals__table_jlr_53f_svb__entry__2}

| Property | Description |
|-|-|
| sn_csm_case_types.case_type_single_field_select | Set this property to true to enable the case type single select feature in CRM Workspace. When enabled, an agent can use this feature to create a case of a specific type with a single selection in the case type selector. * Type: true \| false * Default value: false * Location: System Property \[sys_properties\] table {#csm-case-type-select-modals__ul_zc4_z3f_svb} |
| sn_csm_case_types.service_definition_select | Set this property to true to enable the Product Service Select version of the case type selector in CRM Workspace. When enabled, an agent can use this version to create a record based on the selected product or service. * Type: true \| false * Default value: true * Location: System Property \[sys_properties\] table {#csm-case-type-select-modals__ul_j3k_bjf_svb} This property overrides the sn_csm_case_types.case_type_single_field_select property. * When set to true, the system displays the Product Service Select version of the case type selector. * When set to false, the system uses the value of the sn_csm_case_types.case_type_single_field_select property. * If both properties are set to true, the sn_csm_case_types.service_definition_select property takes precedence. * If both properties are set to false, the system displays the multi-select version of the case type selector. {#csm-case-type-select-modals__ul_b5r_tkl_dwb} |
| sn_csm_case_types.service_definition_select_count | Determines the number of the products and services displayed in the Product Service Select version of the case type selector. * Type: integer * Default value: 25 * Location: System Property \[sys_properties\] table {#csm-case-type-select-modals__ul_wmb_fmf_svb} |
[Table 3. Version properties of a case type selector]

{#csm-case-type-select-modals__table_jlr_53f_svb}

## Configuring service definitions for cases and case tasks {#csm-case-type-select-modals__section_cnb_ptb_yxb}

The system administrator creates the [service definitions](https://www.servicenow.com/docs/bUFnqhpdivEU6qBng~~57g "Use service definitions to create connections between products, services, and case types. Customers can use these definitions to quickly discover and request the services they need. Agents can use these definitions to create cases of the right type to support those service requests.") for cases and case tasks, along with their relationships. The service definition manager and service definition admin can also create these service definitions and
relationships.

For case task service definitions, the system administrator can include logic and default field values that the system uses when creating the case tasks. For more information, see [Configuring service definitions](https://www.servicenow.com/docs/vWJy4yRVLKu4jD2b6wFEhQ "Create service definitions for the types of services required to support your products. Associate different features such as case types, playbooks, and record producers with service definitions so that customers can request the services they need and agents can create cases of the right type to support those services.").