Manage customer service case types

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Manage Customer Service Case Types

    This guide provides an overview of managing case types within the Customer Service Management module. After configuring a case type using the Guided Setup, you can view and adjust its settings via the Case Type form.

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    Key Features

    • Accessing Case Type Form: Navigate to Customer Service > Case Types > Manage Case Types to select and manage a case type.
    • Related Links:
      • View Case Type Configuration: Displays business rules, client scripts, notifications, and more.
      • Guided Setup Links: Quick access to setup tasks for case types and agent workspace.
    • Related Lists: Create additional configurations for the case type, including record producers, SLAs, and email templates.
    • Category and Subtype Selection: System administrators can assign categories and subtypes for filtering case types during case creation.
    • Major Case Functionality: Administrators can enable the Propose Major Case UI action, allowing agents to create major cases linked to child case types.

    Key Outcomes

    By effectively managing case types, ServiceNow customers can streamline case handling, enhance categorization, and improve overall case management efficiency. Agents will benefit from a more organized case type selection process, leading to quicker case resolution times.

    Manage the settings and the configuration for a case type from the Case Type form.

    After using the Customer Service Management Guided Setup to create and configure a case type, you can view and manage the settings and configuration for the case type from the Case Type form. To access a Case Type form, navigate to Customer Service > Case Types > Manage Case Types and select a case type from the list.

    Case Type form related links

    The Case Type form includes the following related links.
    Table 1. Case Type form related links
    Related link Description
    View Case Type Configuration Displays the current configuration for this case type, including:
    • Business rules
    • Client scripts
    • Dictionary entries and overrides
    • Notifications
    • UI actions
    • Access controls
    • UI policies
    • Data policies
    • Styles
    • View rules
    • Flows
    Launch Guided Setup for Case Types Goes to the Case Types setup tasks in Customer Service Management Guided Setup.
    Launch Guided Setup for AWA Goes to the Advanced Work Assignment (AWA) setup tasks in Agent Workspace Guided Setup.
    Launch Guided Setup for Agent Workspace Goes to the Agent Workspace for CSM setup tasks in Customer Service Management Guided Setup.

    Case Type form related lists

    The Case Type form related lists display items configured for the case type table. Use the related lists to create additional configurations.
    • Record Producers
    • State Flows
    • Special Handling Notes
    • SLAs
    • Email Templates
    • Quick Messages
    • Reports
    • Case Type Selections

    Select a category and subtype for a case type

    The system administrator can assign an optional category and a subtype to a case type. When creating a case, agents can filter the available case types by category and subtype in the case type selector. If an agent selects a category, the list of case types displayed is filtered by that category. If an agent selects a subtype, the list is further filtered by that subtype.

    The Customer Service Case Types plugin includes several categories that the system administrator can select for a case type. These categories include:
    • Onboarding
    • Complaint
    • Orders
    • General
    The Subtype field displays fields from the Case Type table that are of the following type:
    • Choice list
    • Reference
    To select a category and a subtype for a case type:
    1. Navigate to Customer Service > Case Types > Manage Case Types and select a case type.
    2. Select a category in the Category field.
    3. Select a field in the Subtype field.
    4. Select Update.

    Case types and major cases

    The system administrator can enable the Propose Major Case UI action for different case types. If this UI action is available, an agent can propose a major case from the selected case type record. If the major case candidate is accepted, a major case is created and the case type record is added as a child case on the major case.

    The major case is created on the base Case table. Updates to the major case are synchronized to the child case types. Multiple case type records can be added to the same major case.