---
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


---

# Customer Service Management Workflow Studio actions

# Customer Service Management
Workflow Studio actions {#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

Use Workflow Studio actions as building blocks to create Customer Service Management business processes.  
{#csm-flow-designer-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 all of 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). |
[Tabela 1. CSM Workflow Studio actions]

{#csm-flow-designer-actions__table_j1q_25p_hbb}
**Tópicos relacionados**   

* [Flow Designer](https://www.servicenow.com/docs/access?context=flow-designer&version=australia&pubname=australia-application-development&ft:locale=en-US)
* [Action Designer](https://www.servicenow.com/docs/access?context=actions&version=australia&pubname=australia-build-workflows&ft:locale=en-US)