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Major issue management overview › Manage cases › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create a major case

Users with the customer service manager role can create a major case.

Before you begin

Role required: sn_customerservice_manager

Procedure

  1. Navigate to All > Major Issue Management > Create Major Case.

  2. Fill in the fields on the Case form.

  3. In the Major Case Information form section, fill in the Business impact and Probable case fields.

  4. Click Submit.

What to do next

You can view all cases by navigating to Customer Service > Cases > Proactive.