Case Report form

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Case Report form

    The Case Report form in ServiceNow extends the Customer Service Case table to store key performance indicators (KPIs) and metrics derived from case records. This form supports enhanced reporting and analytics by capturing important data points related to case handling, which are utilized in the Customer Service Manager dashboard.

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    Key Features

    • Case Report Table (sncustomerservicecasereport): Stores metrics such as Agent Reassignment Count, First Contact Resolution, and Reopen Count for each case.
    • Customer Service Manager Dashboard: Displays the First Call Resolution (FCR) indicator, showing the percentage of cases resolved during the first customer contact, including period-over-period percentage changes.
    • Fields on the Case Report Form:
      • Number: Auto-generated case report identifier.
      • First Contact Resolution: Indicates if a case was resolved on first contact (values: 0=None, 1=True, 2=False).
      • Agent Reassignment Count: Tracks how many times a case was reassigned to different agents.
      • Reopen Count: Records the number of times a case was closed and reopened.
      • Skipped by Prediction: Flags cases excluded from Predictive Intelligence processing.
      • Case: Links to the original case record.
      • Customer Satisfaction Score: Captures customer feedback upon case resolution.
      • Time to Resolve: Measures duration from case creation to resolution.
    • First Call Resolution (FCR) Metric: Calculated based on whether the case was resolved within one update without reopening, awaiting info status, or prior communications such as phone calls, emails (non-system generated), or work orders before resolution. The FCR value is returned by the CaseReportUtils script include.

    Practical Use for ServiceNow Customers

    By leveraging the Case Report form and its associated metrics, ServiceNow customers can accurately monitor case handling effectiveness, agent performance, and customer satisfaction. The FCR metric helps organizations identify how efficiently issues are resolved in the first contact, enabling targeted improvements in customer service processes. Tracking agent reassignments and case reopenings offers insights into case complexity and workflow efficiency.

    Overall, these capabilities empower customer service managers to make data-driven decisions, optimize resource allocation, and enhance the overall customer experience through actionable KPIs visible directly on the management dashboard.

    The Case Report form includes reporting-related fields that are derived from case records.

    The Case Report table (sn_customerservice_case_report) extends from the Customer Service Case table (sn_customerservice_case). This table stores KPIs and metrics for case records and includes the following calculated metrics which are displayed on the Customer Service Manager dashboard.
    • Agent Reassignment Count
    • First Contact Resolution
    • Reopen Count

    The Customer Service Manager dashboard includes the First Call Resolution indicator, which shows the percentage of cases that were resolved during the first contact with the customer. The percent change in the current period appears under the total percentage. The value for the First Call Resolution indicator is returned by the CaseReportUtils script include.

    Table 1. Customer Service Case Report form fields
    Field Definition
    Number The automatically generated case report number.
    First Contact Resolution Records whether a case was resolved during a customer’s first contact with an agent.
    This field can have one of the following values:
    • 0: None (default value)
    • 1: True
    • 2: False

    For more information about how this field is calculated, see First Call Resolution (FCR) metric below.
    Agent Reassignment Count The number of times that a case has been reassigned to a different agent. The default value is 0.
    Reopen Count The number of times a case has been closed and reopened. The default value is 0.
    Skipped by Prediction Used to identify cases that are skipped by the Predictive Intelligence feature. The default value is false (disabled).
    Case The case for which this case report was generated.
    Customer Satisfaction Score The customer gives the customer satisfaction score on accepting the case resolution.
    Time to Resolve Time taken by an agent to resolve the case. Calculated as the difference between the case resolved time and case created time.

    First Call Resolution (FCR) metric

    The First Call Resolution (FCR) metric relates to the number of times that a customer request is resolved during the first contact with an agent. Out of box, the First Call Resolution script returns a value of true or false.

    FCR is true if a record has one update. For example, if the state of a new case is set to Closed and then updated or saved, the FCR value is True.

    FCR is false if:
    • A case is reopened.
    • The state of a case is updated to Awaiting Info.
    • An Openframe phone record exists for the case and the date of that record is prior to the case resolution date.
    • An email log exists for the case, the email was not created by the system, and the email creation date is prior to the case resolution date.
    • A work order entry exists for the case and the date of that work order is prior to the case resolution date.