Customer service agent tasks

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Customer service agent tasks

    Customer service agents in ServiceNow can view customer projects and create cases related to those projects and their tasks. To perform these actions, agents must have thesncustomerserviceagentandsncustomerservice.projectstakeholderroles. This enables agents to support customer projects effectively by accessing project information and managing case records associated with projects and tasks.

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    Key Capabilities

    • View Customer Projects: Agents can navigate to Customer Service > Projects > All to see a list of customer projects. They have read-only access to project details, including tasks, contacts, and subprojects.
    • Access Projects Linked to Accounts: From a customer account record, agents can view all projects related to that account in the Projects related list with read-only access.
    • Access Projects and Tasks Linked to Contacts: Agents can view projects and project tasks associated with specific contacts by navigating to Customer Service > Customer > Contacts and reviewing the related lists. Configuration may be required to add these related lists to the Contact form.
    • Create Cases for Projects: Agents and agent managers can create cases linked to customer projects. When creating a case, selecting a project automatically populates the associated account. Cases created from projects appear in the Cases related list on the Customer Project form.
    • Create Cases for Project Tasks: Similarly, agents can create cases for specific project tasks. Selecting a project task automatically populates the related project and account fields. These cases appear in the Cases related lists on both the Customer Project and Customer Project Task forms.

    Practical Benefits

    These capabilities allow customer service agents to efficiently monitor project progress and address issues by creating and tracking cases connected directly to projects and tasks. The read-only access ensures agents can review essential project information without altering it, preserving data integrity.

    Automatically linking cases to projects and tasks streamlines case management and facilitates better customer support and project oversight within ServiceNow.

    A customer service agent can view customer projects and create cases for customer projects and tasks.

    An agent must have the following roles to perform the tasks described in the following table:
    • sn_customerservice_agent
    • sn_customerservice.projectstakeholder
    Table 1. Customer service agent tasks
    Task Details
    View customer projects Customer service agents can view a list of customer projects by navigating to Customer Service > Projects > All. Click a project in this list to view project details on the Customer Project form, including project tasks, project contacts, and sub projects.
    Note:
    Agents have read-only access to project details.
    View the projects and project tasks created for an account Customer service agents can see projects that are linked to customer accounts. From a customer account record, agents can see the projects for that account in the Projects related list.

    Click a project in this list to view project details on the Customer Project form, including project tasks, project contacts, and sub projects.

    Note:
    Agents have read-only access to project details.
    See the projects and project tasks associated with a contact Customer service agents can see the projects and project tasks that are associated with a contact. Navigate to Customer Service > Customer > Contacts and select a contact.
    • Click the Projects related list to see projects.
    • Click the Project Tasks related list to see tasks.
    Note:
    If necessary, configure the Contact form to add these related lists.
    Create a case for a project Customer service agents and agent managers can create cases for customer projects.
    When creating a case, the agent selects a project in the Project field on the Case form.
    • If an account has been selected in the Account field, the agent can select from the projects that are associated with that account.
    • If the Account field is empty, the agent can select from all projects that have been created for an account. Upon selection, the Account field is populated with the associated account.

    When created from a project, these fields are automatically set on the Case form.

    Cases created for a project appear in the Cases related list on the Customer Project form.
    Create a case for a project task Customer service agents and agent managers can create cases for customer project tasks.
    When creating a case, the agent selects a task in the Project Task field on the Case form.
    • If a project has been selected in the Project field, the agent can select from the project tasks that have been created for that project.
    • If the Project field is empty, the agent can select from the project tasks for all projects that have been created for an account. Upon selection, the Project and Account fields are populated with the associated project and account.

    When created from a project task, these fields are automatically set on the Case form.

    Cases created for a project task appear in the Cases related list on the Customer Project form and the Customer Project Task form.