---
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 case task of a specific type for a customer service case

# Create a case task of a specific type for a customer service case {#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 different types of case tasks by making selections from the case task type selector screen.

## Before you begin

Role required:  
* sn_customerservice_agent
* sn_customerservice.consumer_agent
* sn_customerservice_manager
* sn_customerservice.svc_location_agent
* sn_customerservice.case_task_agent
{#create-case-task-specific-case-type__ul_rhp_ptb_yxb}

## About this task

The types of case tasks that agents can create depends on the configuration of the [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.") and [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.") features. For more information, see the following topics:

* [Configure customer service case types](https://servicenow-prod.fluidtopics.net/Fyw3829A77PMu81RFrVEag "Configure case types to handle different types of customer issues. A case type identifies the processes and the data needed to resolve a specific type of issue.")
* [Manage customer service case types](https://servicenow-prod.fluidtopics.net/aGoIIABEPlD6~yziaoZJZA "Manage the settings and the configuration for a case type from the Case Type form.")
* [Configuring service definitions](https://servicenow-prod.fluidtopics.net/a_5tjRy6rQD8Rxe5KDWiGQ "Create service definitions for the types of services required to support your products. Associate different features such as case types, playbooks, and record producers with service definitions so that customers can request the services they need and agents can create cases of the right type to support those services.")
{#create-case-task-specific-case-type__ul_uyc_yrb_k4b}

In CSM Configurable Workspace, agents use the [Case type selector screen](https://servicenow-prod.fluidtopics.net/B1me8IfEL7ejmMKjQLna5w "The case type selector enables customer service agents to quickly and easily create the right kind of case for a contact or consumer by selecting from a list of available case types or services.") to make selections and create cases.

## Procedure

1. Create a case task.
   * Select New from a case task list.
   * Select New from the Tasks related list tab on a case record.
   * Select the + icon on the related records task list in the Dynamic Related Records component.
   * Select the Task declarative action on the activity viewer.
   * Select Create Task in a case playbook stage.
   {#create-case-task-specific-case-type__choices_yj1_vyk_yxb}
2. Make a selection in the case task type selector.  
   * If you create the case task from a case task list, the Service task field on the case task type selector shows all of the related services where the target table is Case Task \[sn_customerservice_task\] and extensions of Case Task.
   * If you create the case task from a case record, the Case task service field lists the task services related to the case service. If the case has no service, the Service task field shows all of the related services where the target table is Case Task \[sn_customerservice_task\] and extensions of Case Task.
   {#create-case-task-specific-case-type__ul_u2k_5zk_yxb}
3. Select Create task  
   The case task is created with the selected task service definition. If any default values have been defined in the case task service definition, these values are populated on the case task record.