---
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

# Case management {#ariaid-title1}

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

Set up case management features to enable agents and customers to create cases as needed and work to resolve those cases. Create the necessary case types to handle specific types of customer issues. Configure service definitions
to create connections between products, services, and case types.  
{#case-management__table_j1n_vv5_41c__entry__2}

| Task | Description |
|-|-|
| [Configure case management](https://servicenow-prod.fluidtopics.net/8dx_1bzhu_kHO9ZuDKFzXw "Configure the Customer Service Management features and components that agents and managers use to create and resolve cases.") | Configure the case management features that enable agents and customers to create cases for issues and questions, track the activities related to resolving issues, and provide communication between the agent and customer. Some of the case management features include the following: * [Configure a Case form view](https://servicenow-prod.fluidtopics.net/qIvAX~dzZgUSkQJVqZU8jA "The Case form contains detailed information about a customer issue or problem. Configure a Case form view to display the desired fields and related lists.") to display the desired fields and related lists. * [Configure SLA definitions for customer service cases](https://servicenow-prod.fluidtopics.net/OwS~wAzBZgubaGA4mkU~xw "A service level agreement (SLA) specifies the time within which service must be provided. Configure SLA definitions that include the necessary information to create and progress SLAs for customer service cases.") to specify the time within which service must be provided. * [Configure major issue management](https://servicenow-prod.fluidtopics.net/oHAPxIFPwFp4c8K33Wl8kg "Major issue management enables customer communication for issues that impact a wider audience. Use this feature to proactively identify impacted customers, provide information to these customers, and manage the resolution process.") to manage the communication and resolution process for issues that impact multiple customers. * [Configure special handling notes](https://servicenow-prod.fluidtopics.net/U~FLP9rEixXhpV7oPIszVQ "Use special handling notes to bring important case information to an agent’s attention.") to bring important case information to an agent's attention. {#case-management__ul_pnl_1h2_p1c} |
| [Customer service case types](https://servicenow-prod.fluidtopics.net/wHczPnJjGL444BNcqRYnXQ "A case type represents the processes and the data that are needed to resolve a specific type of customer issue. Use the case types feature to create and configure the different types of customer service cases that your organization needs.") | Configure case types to handle different types of customer issues. When creating cases, agents can select the case type that corresponds to the customer issue. |
| [Service definitions](https://servicenow-prod.fluidtopics.net/VpI1JuCsxrxxj8qAslUJ1w "Use service definitions to create connections between products, services, and case types. Customers can use these definitions to quickly discover and request the services they need. Agents can use these definitions to create cases of the right type to support those service requests.") | Configure service definitions that agents can use to create cases of the right type to support those service requests. |
[Table 1. Setting up case management, case types, and service definitions]

{#case-management__table_j1n_vv5_41c}