Create a customer service case

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 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.

    Procedimento

    1. Create a case.
      OptionDescription
      CSM Configurable Workspace From the Interaction form, select Create Case.
      Platform interface Navigate to Customer Service > Cases > Create 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.
    2. On the Create Case form, fill in the fields.

      To learn more about the fields on the Case form, see Case form

    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