Create a customer service case of a specific type

Customer service agents can create different types of cases by making selections from the case type selector.

Before you begin

Role required: sn_customerservice_agent

About this task

The types of cases that agents can create depend on the configuration of the customer service case types and service definitions features. For more information, see the following topics:

In CSM Configurable Workspace, agents use the Case type selector to make selections and create cases.

Note: In the Core UI, use the Case interceptor to make selections and create a case.

Procedure

Create a case by selecting one of the following actions.

The case type selector appears by default with the options the agent has for creating a case in the context of the record.

Note: The sn_csm_case_types.enable_service_selector property which enables the case type selector is set to true for zBoot customers, and can be enabled for upgrade customers.

Agent action	Description
Select New	Select this action from case lists and case type lists including the following: - Related lists: child case, case task - List view - Case task list view
Select Create Case	Select this action from the following records:- Interaction - Account - Contact - Consumer - Sold Product - Install Base Item

Make selections from the version of the case type selector that has been configured by the system administrator.

Version	Steps
Multi-select	Select a Case Type. If desired, select an optional category and subtype to narrow the available choices. Select Create Case. Note: If a subtype hasn't been configured for a case type, the field for the subtype is not displayed.
Single-select	Select a Case Type. Select Create Case.
Product Service Select	Enable or disable the This case is for an owned product check box. This check box controls the display of the Product field If displayed, select a Product. Select a Service. Select a Case type. Select Create Case.

Fill in the fields on the Case form.

For more information about these fields, see Create a customer service case.
Select Save.