Create a case

  • Release version: Yokohama
  • Updated July 31, 2025
  • 1 minute to read

    • The Case form enables you to view the detailed information about a customer issue or problem. It includes phone calls or emails, knowledge base research, conversations with subject matter experts, and dispatch requests to field service agents, as well as other activities.

    Before you begin

    Role required: admin

    About this task

    As an agent, create a case to identify a customer's question or issue and to track the activities related to resolving the issue. Use a case to track communication to and from the customer, including the communication channels being used.

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace > Lists > MCO Setup > Warranty Contracts > New Case.
    2. Select New.
    3. On the Case form, fill in the fields. .
      For a description of the field values, see Case form.
    4. Select Save.