---
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 customer service case of a specific type

# Create a customer service case of a specific type {#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

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

## Antes de Iniciar

Role required: sn_customerservice_agent

## Por Que e Quando Desempenhar Esta Tarefa

The types of cases that agents can create depend on the configuration of the [customer service case types](https://servicenow-prod.fluidtopics.net/DUK9_7gUtBKcsRc6PtBAXg "A case type represents the processes and the data that are needed to resolve a specific type of customer issue. Use the case types feature to create and configure the different types of customer service cases that your organization needs.") and [service definitions](https://servicenow-prod.fluidtopics.net/r8S6E8Qw0RgZ8LJuncxHTw "Use service definitions to create connections between products, services, and case types. Customers can use these definitions to quickly discover and request the services they need. Agents can use these definitions to create cases of the correct type to support those service requests.") features. For more information, see the following topics:

* [Configure customer service case types](https://servicenow-prod.fluidtopics.net/_WEy62T_FlFA6nQ_RjjZlw "Configure case types to handle different types of customer issues. A case type identifies the processes and the data needed to resolve a specific type of issue.")
* [Manage customer service case types](https://servicenow-prod.fluidtopics.net/eb7oxPHATivyVaDAgg_k3Q "Manage the settings and the configuration for a case type from the Case Type form.")
* [Configuring service definitions](https://servicenow-prod.fluidtopics.net/E~oRPT6Kl31GpP9okC8YWA "Create service definitions for the types of services required to support your products. Associate different features such as case types, playbooks, and record producers with service definitions so that customers can request the services they need and agents can create cases of the right type to support those services.")
{#create-case-of-specific-case-type__ul_uyc_yrb_k4b}  
In CSM Configurable Workspace, agents use the [Case type selector](https://servicenow-prod.fluidtopics.net/1p9VMhO0PlLGl7JOutqPIg "The case type selector enables customer service agents to quickly and easily create the right kind of case for a contact or consumer by selecting from a list of available case types or services.") to make selections and create cases.  
Nota:  
In the Core UI, use the Case interceptor to make selections and create a case.

## Procedimento

1. Create a case by selecting one of the following actions.  
   {#create-case-of-specific-case-type__table_ulq_m3j_yxb__entry__2}

   | Agent action | Description |
   |-|-|
   | Select New | Select this action from case lists and case type lists such as My Cases or My Complaint Cases. |
   | Select Create Case | Select this action from the following records: * Interaction * Account * Contact * Consumer * Sold Product * Install Base Item {#create-case-of-specific-case-type__ul_vsy_cf1_yxb} |
   [Tabela 1. Agent action field description]

   {#create-case-of-specific-case-type__table_ulq_m3j_yxb}
2. Make selections from the version of the case type selector that has been configured by the system administrator.  
   {#create-case-of-specific-case-type__table_ulg_q1l_dwb__entry__2}

   | Version | Steps |
   |-|-|
   | Multi-select | 1. Select a Case Type. 2. If desired, select an optional category and subtype to narrow the available choices. 3. Select Create Case. {#create-case-of-specific-case-type__ol_kht_w1l_dwb} Nota: If a subtype hasn't been configured for a case type, the field for the subtype is not displayed. |
   | Single-select | 1. Select a Case Type. 2. Select Create Case. {#create-case-of-specific-case-type__ol_jhz_2bl_dwb} |
   | Product Service Select | 1. Enable or disable the This case is for an owned product check box. This check box controls the display of the Product field 2. If displayed, select a Product. 3. Select a Service. 4. Select a Case type. 5. Select Create Case. {#create-case-of-specific-case-type__ol_wmp_4bl_dwb} |
   [Tabela 2. Case selector version field description]

   {#create-case-of-specific-case-type__table_ulg_q1l_dwb}
3. Fill in the fields on the Case form.  
   For more information about these fields, see [Create a customer service
   case](https://servicenow-prod.fluidtopics.net/3EKFsmkBZaKGadmggWsuRQ "Customer service agents and agent managers can create cases using the Customer Service Management application.").
4. Select Save.