---
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


---

# Using Customer Service Problem Management

# Using Customer Service Problem Management {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
By using Customer Service Problem Management, you can help diagnose and resolve the service problem cases identified in customer complaints.

Customer Service agents can use the CSM/FSM Configurable Workspace or Customer Service Portal to create and resolve a service problem case. The case is a single source of truth to track and have visibility into the customer raised issues. The
configurable workspace provides a multi-stage process to get started with the case.
* **[Create a service problem case from the workspace](https://servicenow-prod.fluidtopics.net/40BMl7x~cuZg1SrDWOdoXg)**   
  Create a service problem case for a customer raised issue so that an agent can work on it and resolve the service-related problem.
* **[Create a service problem case in the Customer Service Portal](https://servicenow-prod.fluidtopics.net/laXb_PhwMaYsMnYA~6t2_g)**   
  Customers can create a service problem case to report an issue about the service from the Customer Service Portal.
* **[Diagnose and resolve a service problem case](https://servicenow-prod.fluidtopics.net/iQzKera~8SdCLc8eUtCptQ)**   
  As a customer service agent, review, diagnose, resolve, and close a service problem case for the service-related issue experienced by the customer.