---
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


---

# Case management feature configuration

# Case management feature configuration {#ariaid-title1}

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

Understand the configuration of the Cases feature in Engagement Messenger to configure the field values.
{#case-management-feature-configuration-fields__table_opq_wb1_g4b__entry__2}

| Field | Description |
|-|-|
| Title text | Title for the feature widget in the messenger. |
| Subtitle text | Description for the feature widget in the messenger. |
| Feature launch message | Text for the Case form launcher widget in the messenger. For example, if a user provides feedback to a knowledge article that it wasn't helpful, the messenger displays a widget to create a case. Clicking this widget launches a case form for the user to fill and submit. |
| Feature launch description | Description for the Case form launcher widget in the messenger. |
[Table 1. Cases feature configuration form]

{#case-management-feature-configuration-fields__table_opq_wb1_g4b}  
Note:  
The Case feature is not available for the guest users.

|-|-|
| Figure 1. Cases feature widget | Figure 2. Cases feature launcher widget |
[ ]

{#case-management-feature-configuration-fields__table_tww_xgb_g4b}