---
sourceDocument: Australia Build workflows
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/build-workflows

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Build workflows

ft:clusterId :

    - crworkflow

bundleId :

    - crworkflow

workflow :

    - Creator


---

# Customer Service Spoke

# Customer Service Spoke {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Provides actions for flow designers to use when creating Customer Service Management
business processes. Requires the Customer Service Management \[com.sn_customerservice\]
plugin.
{#customer-service-actions__table_j1q_25p_hbb__entry__2}

| Action | Description |
|-|-|
| Get Case | Retrieve a case record using the case number. If multiple records are found, only the first record is returned. |
| Create Case | Create a case using one or more attributes. This action mimics the structure of the Case table (sn_customerservice_case) and exposes the fields present on the Case table. |
| Create Quick Case | Create a case using the customer, description, channel, priority, and category attributes. |
| Create Task on Case | Create a case task and optionally associate it with a case. |
| Update Case | Update a case by providing the case reference and the fields that you want to update. |
| Assign Case | Assign a case using matching rules. To use this action, you must first define the matching rules that match cases with resources (assignment groups, agents). |
| Escalate Case | Request case escalation. This action does not automatically approve escalation. Approval is based on the selected escalation template. |
| Escalate Account | Request account escalation. This action does not automatically approve escalation. Approval is based on the selected escalation template. |
| Add Work Note to Task | Add a work note to a task or to task extended objects (for example, a case or case task). |
| Add Comment to Task | Add a comment to a task or to task extended objects (for example, a case or case task). |
[ ]

{#customer-service-actions__table_j1q_25p_hbb}