--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Create a case from a discussion # Create a case from a discussion {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura In order to engage your internal experts to reply to discussion threads, you can create cases directly from community questions. Creating cases from community questions requires activation of the Customer Service Management (com.sn_customerservice) plugin. This feature is available for questions that have been posted by community users who are also contacts or consumers in the Customer Service Management application. Questions can be either answered or unanswered. Nota: Cases can be created only from questions. Two sets of users can create cases from questions: * Customer service agents, consumer service agents, and customer service managers. * Users with the sn_customerservice.proxy_case_creator role. Community administrators and community moderators inherit this role. {#case-management-integration__ul_hrp_vf1_jbb} * **[Administer create case from discussion](https://servicenow-prod.fluidtopics.net/uGKWzLH2f77RJEqZSvFewg)** Configure parameters for the case generated from the community discussion so that it can be routed accordingly. **Conceitos relacionados** * [Community content types](https://servicenow-prod.fluidtopics.net/bHS9mQLFyQheqSKWYLgjZQ "There are seven supported content types: Answer, Blog, Comment, Document, Event, Question, and Video.") * [Community feedback types](https://servicenow-prod.fluidtopics.net/LidsXwG8kIbCNEXWbyQiNg "There are two supported feedback types: Upvote and Helpful.") * [Community access types](https://servicenow-prod.fluidtopics.net/lf0VVdnIVSoYaRDaxFI48g "Access types are used to control access to a forum or a content type.") * [Platform Analytics Solutions for Communities](https://servicenow-prod.fluidtopics.net/I8ebsX0ZK0AH69619gT10g "This Platform Analytics Solution contains preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.") * [Enable knowledge harvesting](https://servicenow-prod.fluidtopics.net/F_Xj2ZvyyEUFfHbNUMQ7KA "Configure knowledge harvesting from a community to convert unstructured conversations to structured knowledge articles and make the information more accessible.") * [Forum and user permissions management](https://servicenow-prod.fluidtopics.net/6X17WsLIHEHAbYYekiheEA "Community and forum administrators can give users and groups of users different levels of access to forums and forum content.") * [Enable users to self-register to a community](https://servicenow-prod.fluidtopics.net/V1EIlbghmyjPEYtZYpQvew "Once users have accessed public forums and decided they want to join the community, they can self-register to the community. External user registration provides a way of validating users and requires them to accept the community Terms and Conditions.") * [Administer gamification](https://servicenow-prod.fluidtopics.net/ZKHmzbqAzdKMa7o8CbNujg "Users with the gamification administrator role can create the rules and other entities that award points to users based on their participation within the community.") * [Community Service Portal](https://servicenow-prod.fluidtopics.net/M3Gi5W7NRYsw~kpyovn8mQ "The Community Service Portal is a web interface that is based on the ServiceNow Service Portal application.") **Tarefas relacionadas** * [Migrate Social Q\&A data to Communities](https://servicenow-prod.fluidtopics.net/gsWw667j3w5YuGgk1IQXPw "If you want to migrate existing Social Q&A content to Communities, you can use a script to migrate the data.") * [View community logs](https://servicenow-prod.fluidtopics.net/AxjwM8pX7eKnT4sJtlc4ZQ "Community logs display information about who has viewed or searched for content in a community. The list view displays all log entries, unless filtered.") * [View community feedback and bookmarks tables](https://servicenow-prod.fluidtopics.net/yHROFgHvZIrOaY2y23uy6w "View feedback and bookmarks tables to view which community content was given feedback or was bookmarked.") * [Activate Communities plugins](https://servicenow-prod.fluidtopics.net/cKd7_3_UXRtrrVx5vRyWZA "Activate the Customer Communities plugin to use the Communities application.") * [Configure community content types](https://servicenow-prod.fluidtopics.net/AUhKROeQ4LMbVo1TJzFTLA "Configure content types, such as videos and blogs, for the community.") * [Configure video sources for a community](https://servicenow-prod.fluidtopics.net/oBx35NSn8qnyR5A4rqKgDg "Configure additional sources that can be used for uploading a video to the community.") * [Configure community forums](https://servicenow-prod.fluidtopics.net/lYghI7PldhJ443T5sN_YJQ "A forum is a place for users to share content, exchange notes, ask and answer questions, and so on. Before community users can contribute content, configure a forum with content types and permissions, and create and add topics to one or more forums.") * [Configure the community profile](https://servicenow-prod.fluidtopics.net/oNuKYIo~y0lv1OJ0DcwEEw "Set up the community profile by configuring profile fields and deciding which fields to display in the personal information section of the community profile.") * [Create community Terms and Conditions](https://servicenow-prod.fluidtopics.net/R5WkdQA0TenPHlDlN3O6kA "Community members must follow the community rules of conduct. Create community Terms and Conditions and them share to build a successful community. Every community user must review and accept the Terms and Conditions before contributing to a community.") * [Moderate a community](https://servicenow-prod.fluidtopics.net/4cS6AIk~75moWxSp_zTDBw "Community moderators can manage content quality by reducing the inappropriate content that is posted on the community.") **Referência relacionada** * [Community setup guide for admins](https://servicenow-prod.fluidtopics.net/LOFOQ~5DTeGMVzAqhpgqlw "Define your requirements with community and forum stakeholders and set up your forums for community users to start creating content.")