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

Create a customer service case

Customer service agents and agent managers can create cases using the Customer Service Management application.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

Note: Apart from these roles, contributor roles also can create cases. To learn more, see Contributor user roles.

Procedure

  1. Create a case.
OptionDescription
CSM Configurable WorkspaceFrom the Interaction form, select Create Case.
Platform interface

Navigate to Customer Service > Cases > Create New.You can also create cases by:

  • Selecting New from the Customer Service Cases list.
  • Selecting the Create New Case related link from any of the entities that can be associated with a case, such as accounts or products.

  1. On the Create Case form, fill in the fields.

    To learn more about the fields on the Case form, see Case form

  2. Select Submit.

Result

If available, the following information is associated with a newly created case:

  • The name of the contact and the contact's company
  • The product and contract details
  • The SLA and entitlements