Creating an order case
Summarize
Summary of Creating an order case
ServiceNow agents can create order cases in Customer Service Management (CSM) Configurable Workspace from multiple entry points, such as a customer order, an interaction record, or the Order Cases list view. This flexibility allows agents to efficiently manage and track customer order-related issues by creating cases linked to specific orders or order lines.
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Key Features
- Multiple creation methods: Agents can initiate order cases from a customer order, the Order Line Items list, an interaction record, or directly from the Order Cases list view.
- Case type selector modal: After starting an order case, agents select from order-related service types (e.g., Sales Order Change Request, Sales Order Dispute) to define the nature of the case.
- Intake form with auto-filled fields: Agents complete the Create New Order Case intake form, entering details such as Account, Scope of request, Order number, and Short description. Some fields auto-populate depending on the creation source.
- Order case record management: Once saved, the order case record allows agents to add or delete order lines, create and edit order case line items, and assign line items to themselves.
- Case state management: Submitting the order case changes its status from Draft to New, enabling agents to start resolution activities, including task creation and team assignment.
- Scope of request options: Agents can create cases referencing either specific order lines from a single order or multiple complete orders, with this scope auto-filled based on the creation context.
- Adding orders or order lines post-creation: Agents can add additional orders or order lines to an existing order case via an Add action, with the interface adapting to show relevant orders or lines depending on case details.
Key Outcomes
- Agents have streamlined processes to create and manage order-related cases, improving tracking and resolution efficiency for customer orders.
- Flexibility in case creation scope allows precise handling of issues related to specific order lines or multiple orders, enhancing customer service accuracy.
- Intuitive UI elements like auto-filled fields and modals simplify data entry and ensure cases are linked correctly to orders and accounts.
- Order case lifecycle management through status changes and task assignments supports effective case resolution workflows.
Agents can create order cases from a customer order, from an interaction record, or from the Order Cases list view in CSM Configurable Workspace.
- Selecting Create case from a customer order.
- Selecting Create case from the Order Line Items list on a customer order. (This action is enabled if one or more order lines are selected.)
- Selecting Create case from an interaction record.
- Selecting New from the Order Cases list view.
After initiating an order case, the agent can select an order-related service from the case type selector modal. This modal displays the services that are available for order cases, such as Sales Order Change Request or Sales Order Dispute.
- Account: the account for the order.
- Scope of request: the agent can create a case for order lines from a single order or for multiple complete orders.
- Order number: the order number associated with the order case.
- Short description: a brief description of the order case.
- Add order lines to the order case.
- Delete order lines from the order case.
- Create new order case line items.
- Edit the details of order case line items.
- Assign order case line items to themselves.
Selecting Submit on the Order case record moves the order case and the order case line items currently in the Draft state to the New state. Once in the New state, agents can begin working to resolve the order case. This can include creating tasks for order case line items and assigning them to team members.
Scope of request
- Cases that reference one or more order lines from a single customer order.
- Cases that reference multiple complete customer orders.
- Specific line items, Single order: The system creates an order case and converts the selected order lines from the customer order to case line items on that order case.
- Multiple orders: The system creates an order case and converts the order header from each customer order to a case line item on that order case.
For example, if an agent creates an order case by selecting Create case on a customer order, the scope of request is Multiple orders. If an agent selects one or more order lines and then selects Create case from the Order Line Items list on a customer order, the scope of request is Specific line items, Single order.
Add orders and order line items to an order case
Order cases include a list of order case line items. Depending on how the order case is created, these case line items represent either customer orders or order lines from a single order.
Once an order case has been created, agents can add additional orders or order lines to that case by selecting Add on the Order Case Line action bar. Selecting this action displays a modal that shows information based on the values in the Origin table field and Order number field on the case record.
- If the Origin table is set to Customer Order and the Order number field is empty, the case type selector modal shows a list of orders associated with the account selected in the Account field. The case type selector modal displays "Add orders to case".
- If the Origin table is set to Customer Order and the Order number field includes an order, the case type selector modal shows a list of order lines associated with that order. The case type selector modal header is "Add order lines to case".
The agent can select a line item from the modal and then select Add to add it to the order case as an order case line item.