---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create a request on behalf of a customer or consumer

# Create a request on behalf of a customer or consumer {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Customer service agents can create requests on behalf of customers from CSM Configurable Workspace or from the platform interface.

## Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

## About this task

Customer service agents can browse the catalog and make a selection to create a request on behalf of a customer.

* From CSM Configurable Workspace, agents can create requests from case and interaction records.
* From the platform interface, agents can create requests from case records.
{#agent-create-request-for-customer__ul_msw_pwc_g3b}

## Procedure

1. Open a customer service case.
2. To create a request, do one of the following.
   * CSM Configurable Workspace: Click the More UI Actions icon (![More UI Actions icon.]()) and select Create Request.
   * Platform interface: Click the form context menu icon and select Create Request.
   {#agent-create-request-for-customer__choices_g5y_dfq_g3b}
3. Select an item or a service from the catalog to display the item page.
4. **Optional:** Select the quantity.
5. To complete the request, do one of the following.

   | Interface | Action |
   | CSM Configurable Workspace | Complete these steps: 1. Click Order Now. 2. Add or change the information in these fields on the Order Confirmation pop-up window: Request for, Delivery information, Special instructions. 3. Click Checkout. {#agent-create-request-for-customer__ol_hjd_q4q_g3b} The system creates the request and displays the request number. Click View Details to open the request record. |
   | Platform interface | Click Order Now. The system creates the request and displays the request number. An information message provides a link to the case associated with the request. |
   |-|-|

   {#agent-create-request-for-customer__choicetable_vjq_k4q_g3b}
6. From the Case form, click the Requests related list to see the requests associated with the case.