---
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


---

# View or modify existing cases in Microsoft Outlook

# View or modify existing cases in Microsoft Outlook {#ariaid-title1}

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

As an account manager, view the five most recent cases related to a Microsoft Outlook
contact to understand contact-related issues, modify any case information, and communicate
more efficiently with the contact.

## Before you begin

Role required: sn_customerservice.contact_manager and
sn_customerservice.proxy_contact

## About this task

Although you can view or modify existing cases from Microsoft Outlook, you can also access the CSM portal to work on open cases by clicking the pop-out icon (![Pop-out icon to go to the CSM portal page.]()).

## Procedure

1. Open an email message you received from the contact.
2. On the Microsoft Outlook Home tab, click View in ServiceNow.
3. Click Cases in the Outlook add-in panel.  
   The add-in panel lists the five most recent cases connected to the contact that are not closed. You can load more cases.
4. Click a case to open the case details.
5. Type your message.
6. **Optional:** If you have supporting information such as a message that you want to attach to a case, click the attachment icon (![Attachment icon.]()) and select the file.
7. Click Send.
{#view-existing-case__steps_rgk_qwh_mjb}

## Result

The newly added message is available in the activity stream.