---
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

# Create a customer service case {#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 and agent managers can create cases using the Customer Service Management application.

## Antes de Iniciar

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin  
Nota:  
Apart from these roles, contributor roles also can create cases. To learn more, see [Contributor user roles](https://servicenow-prod.fluidtopics.net/ZjfN8W3QL9mhmy2plyzKDA "The contributor user data model includes several roles that control access to cases, case tasks, and related information, assigned to users based on business needs.").

## Procedimento

1. Create a case.

   | Option | Description |
   | CSM Configurable Workspace | From the Interaction form, select Create Case. |
   | Platform interface | Navigate to Customer ServiceCasesCreate 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. {#t_CreateACaseFromCustServApp__ul_mnk_t4g_ynb} |
   |-|-|

   {#t_CreateACaseFromCustServApp__choicetable_dw2_1w3_3kb}
2. On the Create Case form, fill in the fields.  
   To learn more about the fields on the Case form, see [Case form](https://servicenow-prod.fluidtopics.net/YoC2sqEz6Fo6uDZBqEHN2g "The Case form displays detailed information about a customer issue or problem.")
3. Select Submit.

## Resultado

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
{#t_CreateACaseFromCustServApp__ul_fkg_tb4_4r}