---
sourceDocument: Australia Telecommunications, Media, and Technology
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/telecom-media-technology

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# ADR

# Using alternative dispute resolution 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

Use the Alternative Dispute Resolution (ADR) case to resolve escalated customer disputes efficiently.
* **[View an Alternative Dispute Resolution case record](https://servicenow-prod.fluidtopics.net/uhDVlKectsa~qIanXa3lBw)**   
  View the details of an Alternative Dispute Resolution (ADR) case record in the CSM/FSM Configurable Workspace so that you can review the complete ADR case information.
* **[Create an Alternative Dispute Resolution case](https://servicenow-prod.fluidtopics.net/1qQj7txk8oFXX_ek1t~bKQ)**   
  Create an Alternative Dispute Resolution (ADR) case record in the CSM/FSm Configurable Workspace so that you can investigate and resolve an escalated complaint.

**Conceitos relacionados**   

* [Alternative dispute resolution management](https://servicenow-prod.fluidtopics.net/faeM2NAmXPr8HYV6SLcRtA "Use the Alternative Dispute Resolution (ADR) case to resolve customer disputes efficiently while confirming transparency, accountability, and regulatory conformance.")