---
sourceDocument: Yokohama Proactive Service Experience Workflows
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/proactive-service-exp-workflows

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# Create a service problem case in the Customer Service Portal

# Create a service problem case in the Customer Service Portal {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Customers can create a service problem case to report an issue about the service from the Customer Service Portal.

## Before you begin

Role required: sn_sprb_mgmt.customer

## Procedure

1. Go to the Customer Service Portal by accessing your instance URL and adding a /csm suffix.
2. On the home page, select Get help.
3. In the Categories, select a Support category from the list.
4. Select Create a Service Problem Case.  
   Case form as been created using record producer. For more information about how to create record producer, see [Record Producer](https://www.servicenow.com/docs/access?context=c_RecordProducer&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US).
5. On the form, fill in the fields.  
   {#create-a-product-case-from-the-customer-service-portal__table_dl1_kzr_gdc__entry__2}

   | Field | Description |
   |-|-|
   | Account | This account will be default to logged in user account |
   | Short description | Description of the issue or problem. |
   | Service | Services related to the logged in user account. |
   | Description of the issue | Brief description of the issue. |
   [Table 1. Service Problem Case]

   {#create-a-product-case-from-the-customer-service-portal__table_dl1_kzr_gdc}
6. Select Submit.  
   When the service problem case is submitted, the stage is automatically set to Verify and state as New.