--- sourceDocument: Yokohama Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Post case reviews # Post case reviews {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Post case reviews Post case reviews allow customer service agents to document details about resolved cases, including issue summaries, affected assets, root causes, resolutions, and preventive measures. This helps capture valuable insights for continuous improvement and knowledge sharing. Show full answer Show less Agents create post case review documents via the Create Post Case Review UI action, which generates a case action summary record linked to the original case. The content and format of these documents are controlled by configurable templates and case data mappings. ## Key Features * **Creation and Preview:** Agents can create and preview post case review documents before publishing. * **Approval Workflow:** Optional approval can be requested by adding approval groups or users, who receive email notifications and can approve or suggest changes via work notes. * **Publishing:** Upon publishing, a PDF link is added to the case's Additional comments field and made visible in the Related Records section and, if enabled, on Customer and Consumer Service Portals. * **Post-Publication Editing:** Agents can reopen and edit published documents if needed. * **Handling Closed Cases:** Documents can still be linked to closed cases, with a notice displayed on the Post Case Review form. * **Role-Based Actions:** * Customer Service Agents: Create, preview, request approval, publish, and edit documents. * Customer Service Managers: Review, approve, and suggest changes; manage major case reviews. * Major Issue Managers: Create and publish reviews for major cases and copy documents to child cases. * Customers: View approved post case review documents through service portals. * **Major Case Reviews:** Managers can create reviews for major cases without account-specific details, then copy and personalize them for child cases. This feature is enabled via a system property that also disables creation for child cases. ## Practical Benefits for ServiceNow Customers * Streamlines documenting resolved case details for better knowledge retention and process improvement. * Supports collaborative review and approval to ensure document quality and accuracy. * Enables visibility of post case reviews to customers through portals, enhancing transparency and trust. * Facilitates consistent handling of major cases and their related child cases with reusable documentation. * Integrates seamlessly with the Case form, keeping all relevant information accessible and linked. Use a post case review document to capture details about a resolved case, including a summary of the issue, affected assets, root cause, resolution, and any preventive measures. Customer service agents use the Create Post Case Review UI action to create a post case review document. This action creates a case action summary record and adds the record to the Related Records section on the Case form in the Post Case Review field. The configuration selected for post case review documents identifies the information from the customer service case that is captured and populated in post case review record. The configuration also specifies the template that the system uses to create the post case review document. Before publishing a post case review document to a case, agents can preview the document and, if necessary, have it reviewed and approved. Agents can add an approval group or approval users to the Post Case Review record and then request approval. The system sends an email notification to the approvers with a link to the post case review document. The approvers can either approve the document or suggest changes by adding them to the Work notes field on the Post Case Review record. When an agent publishes a post case review document, the system adds a link to a PDF of the document in the Additional comments field on the Case form. The system also adds the record to the Related Records section on the Case form in the Post Case Review field. If the document is available to customers, the link is visible from the Customer and Consumer Service Portals. If a case is closed while the post case review document is in progress, agents can still update the Additional comments on the Case form with the post case review document link. Once a case is closed, the Post Case Review form displays a message that the associated case has been closed. Customer service roles can perform the following actions for post case review documents. {#case-digest-post-case-review__table_ctm_t15_d3b__entry__2} | Role | Action | |-|-| | Customer service agent | * Create and preview one post case review document for a resolved case. * Request approval using an optional approval workflow. * Publish a post case review document to a case. * Reopen and edit a published post case review document. {#case-digest-post-case-review__ul_ivw_515_d3b} | | Customer service manager | Review, approve, and suggest changes to post case review documents. | | Major issue manager | * Create and publish post case review documents for resolved major cases. * Copy the documents to the associated child cases. {#case-digest-post-case-review__ul_jm3_mb5_d3b} | | Customer | View post case review documents from the Customer and Consumer Service Portals. | [Table 1. Post case review actions by the Customer service roles] {#case-digest-post-case-review__table_ctm_t15_d3b} ## Post case reviews for major cases {#case-digest-post-case-review__section_h41_zql_13b} Customer service managers and major issue managers can create and publish post case review documents for resolved major cases. These documents capture the case data specified in the configuration but do not include account-specific information. The customer service manager can also copy a post case review document to the associated child cases. The system adds the account-specific information when it generates the document for each child case. The system administrator can enable post case review documents for major cases by setting the sn_customerservice.parent_child_case_sync system property to true. Note: Setting this property to true disables the Create Post Case Review UI action for child cases. **Related tasks** * [Create a post case review](https://servicenow-prod.fluidtopics.net/LFukdL4xAkR6yQLXk0Jg1g "Create a post case review document for a resolved case that captures the configured case information.") * [Create a post case review for a major case](https://servicenow-prod.fluidtopics.net/JWXfJUZaNeivfc8wuh6hWw "Create a post case review document for a resolved major case that captures the configured case information.")