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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Customer service case types

# Customer service case types {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Customer Service Case Types

Customer service case types in ServiceNow allow organizations to define and manage distinct processes and data required to resolve specific customer issues.
This feature supports a wide range of customer needs across diverse industries, complex processes, and collaborative scenarios.
For example, banks can create case types for loan processing, credit card issues, or complaints, enabling more tailored and efficient customer service.
Show full answer Show less  

## Key Features

* **Configurable Case Types:** System administrators create new case types by extending the base Case table and configuring related components such as UI actions, client scripts, views, roles, ACLs, notifications, and workflows.
* **Guided Setup:** The Case Types Guided Setup within Customer Service Management provides step-by-step tasks for creating and configuring case types to fit organizational needs.
* **Case Type Selection:** Customer service agents select appropriate case types when creating cases using selectors available in CRM Workspace, CSM Agent Workspace, or the platform interface. Multiple selector options (multi-select, single-select, Product Service Select) can be configured.
* **Plugin Activation:** Activating the Customer Service Case Types plugin (com.snc.csmcasetypes) and Service Request Criteria plugin enables the Case Types module for managing these configurations.
* **Service Definitions:** The Customer Service Case Types plugin replaces the deprecated Product Model and Catalog Items Relationship plugin. It uses service definitions to associate services with products and catalog items.
* **Store Applications:** Additional case type applications, such as Onboarding and Complaints case playbooks, are available from the ServiceNow Store to provide guided processes for specific scenarios.

## Practical Use for ServiceNow Customers

* **Create tailored case types:** Define case types that reflect your specific customer service processes, improving case resolution efficiency.
* **Enable agent productivity:** Agents can easily select relevant case types, ensuring cases are routed and managed according to the right workflows and data requirements.
* **Manage complexity:** Support diverse service needs within your organization by configuring multiple case types for different products, services, or issue categories.
* **Leverage guided setup and plugins:** Use the provided guided setup tasks and activate necessary plugins to streamline configuration and ongoing management of case types.
* **Extend functionality:** Enhance your customer service capabilities by installing specialized case playbook applications from the ServiceNow Store.  
A case type represents the processes and the data that are needed to resolve a specific
type of customer issue. Use the case types feature to create and configure the different types
of customer service cases that your organization needs.
Customers can use case types to support a wide variety of end user needs, including:

* Diverse industries and products
* Complex processes, events, and systems
* Collaboration with multiple users
{#customer-service-case-types__ul_srh_z1y_xjb}

A good example of an industry that benefits from multiple case types is the banking
industry. Within a bank, customer service agents can use this feature to create case types
for different customer needs such as loan processing, credit card processing, or managing
complaints.

## Case types overview {#customer-service-case-types__section_bdf_txm_f4b}

Configuring case types
:   System administrators configure the case types feature by creating a table for the new case type that extends the Case table and then setting up a number of different processes and components for the case type.

    * The [Case Types Guided Setup](https://www.servicenow.com/docs/wrSRX71siHtD3ZOx0acj7g#customer-service-case-types__section_ls3_dcp_bjb) section below provides an overview of these setup steps.
    * For details about the case type guided setup tasks, see [Configure customer service case types](https://www.servicenow.com/docs/Od~b04ub5zTy0KqTIRZ7oQ "Configure case types to handle different types of customer issues. A case type identifies the processes and the data needed to resolve a specific type of issue.").
    {#customer-service-case-types__ul_cnl_vxm_f4b}

Managing case types
:   After a case type has been created, system administrators can view the case types, manage settings, and update the configuration. For more information, see [Manage customer service case types](https://www.servicenow.com/docs/FDCW3K9MIVBX~ezV7xeLkA "Manage the settings and the configuration for a case type from the Case Type form.").

Using case types
:   Agents can use the case types feature when creating cases for customers by selecting from a list of configured case types. For more information, see the [Using case types to create cases](https://www.servicenow.com/docs/wrSRX71siHtD3ZOx0acj7g#customer-service-case-types__section_s41_wtg_f4b) section below.

## Customer service case types plugin {#customer-service-case-types__section_tgr_kt4_bjb}

Users with the system administrator role can activate the Customer Service Case Types plugin (com.snc.csm_case_types) and Service Request Criteria plugin .  
Activating these plugin adds the Customer ServiceCase Types module to the application navigator. The system administrator can use this module to create and manage case types.  
Note:  
Starting with the Zurich release, the Customer Service Case Types application (sn_csm_case_types) has moved to the ServiceNow Store. Any new enhancements to this application are delivered through the Customer Service Case Types store app.

## Product Model and Catalog Items Relationship plugin deprecation {#customer-service-case-types__section_r12_lcf_pzb}

The Customer Service Case Types plugin replaces the Product Model and Catalog Items Relationship plugin (com.snc.product_catalog_relationship), which is being prepared for future deprecation. Use the [Service definitions](https://www.servicenow.com/docs/D2CqrvYbzmTJZsXfPv_kNw "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 correct type to support those service requests.") feature, available with the Customer Service Case Types plugin, to create definitions for the services that are offered to support your products. Then [configure the service definitions](https://www.servicenow.com/docs/tjVT7o3C6zLoEiTVfPsuvA "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.") to associate them with the appropriate products and catalog items.

For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867184) article in the Now Support knowledge base.

## Customer service case types applications {#customer-service-case-types__section_cl5_1sq_zkb}

The following applications for specific case types are available from the ServiceNow® Store.  
{#customer-service-case-types__table_urx_csq_zkb__entry__2}

| Application | Description |
|-|-|
| Case Playbook for Onboarding (sn_csm_onboarding) | Provides an onboarding case type to capture the details when onboarding customers for a product or service and a playbook that provides step-by-step guidance through the lifecycle of the onboarding process. |
| Case Playbook for Complaints (sn_csm_complaint) | Provides a complaint case type to capture the details for a customer complaint and a playbook that provides step-by-step guidance through the lifecycle of the complaint. |
[ ]

{#customer-service-case-types__table_urx_csq_zkb}  
For more information, see [Install a ServiceNow Store application](https://www.servicenow.com/docs/access?context=t_InstallApplications&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US).  
Note:  
These applications have dependencies on the following plugins:

* Customer Service Case Types (com.snc.csm_case_types)
* Customer Service Case Action Status (com.snc.csm_action_status)
{#customer-service-case-types__ul_izf_jsq_zkb}

## Case Types Guided Setup {#customer-service-case-types__section_ls3_dcp_bjb}

Activating the Customer Service Case Types plugin adds the Case Types section to the
Customer Service Management Guided Setup. Navigate to Customer ServiceAdministrationGuided SetupCase Types and use the tasks in this section to create and configure a case type.

You can configure a number of different processes and components for a customer service
case type, including client scripts and business rules; views, roles, and ACLs; and
notifications and record producers.  
To create and configure a new case type:

* Create a table for the new case type that extends the Case table (sn_customerservice_case).
* Configure UI actions, UI policies, and client scripts for the new case type.
* Configure views and view rules, roles and ACLs, and business rules for the new case type.
* Set up processes for the case type, including record producers, state flows, and special handling notes.
* Create a case type definition record for the new case type and add it to the Case Type table (sn_case_type).
* Configure the Get Case Types flow and modify the conditions that determine visibility for a case type.

{#customer-service-case-types__ul_r2h_rjm_yjb}For more information, see [Configure
customer service case types](https://www.servicenow.com/docs/Od~b04ub5zTy0KqTIRZ7oQ "Configure case types to handle different types of customer issues. A case type identifies the processes and the data needed to resolve a specific type of issue.").

## Using case types to create cases {#customer-service-case-types__section_s41_wtg_f4b}

Customers can extend the Case table to handle different types of cases. Each extended case
type can support multiple types of requests. For example, if a customer creates a case type
for Credit Card Services, this case type can support requests such as applying for a new
card and reporting a lost or stolen card.  
When creating cases, customer service agents select the case type that corresponds to the customer issue.

* In CRM Workspace and CSM Agent Workspace, agents select a case type from the [case type selector](https://www.servicenow.com/docs/lZwzOtLc3s4cHhJMV37zKQ "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.").
* In the platform interface, agents select a case type from an interceptor.
{#customer-service-case-types__ul_jph_jmn_f4b}  
In CRM Workspace, there are several versions of the [case type selector](https://www.servicenow.com/docs/lZwzOtLc3s4cHhJMV37zKQ "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.") that can be configured for agents to use when creating cases of a specific type. These versions include multi-select, single-select, and Product Service Select. The multi-select version is the default functionality. In CSM Agent Workspace, agents can use the multi-select version of the [case type selector](https://www.servicenow.com/docs/lZwzOtLc3s4cHhJMV37zKQ "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.").

* [Create a customer service case of a specific type](https://www.servicenow.com/docs/ORpmH5lyol6pA1OGyKGSxQ "Customer service agents can create different types of cases by making selections from the case type selector.")
* [Create a case task of a specific type for a customer service case](https://www.servicenow.com/docs/UPnYNi3r3Yi8X_9uhbnSXg "Customer service agents can create different types of case tasks by making selections from the case task type selector screen.")
{#customer-service-case-types__ul_zj5_gtx_yxb}

*[\>]: and then