Create a request on behalf of a customer or consumer

---
title: Create a request on behalf of a customer or consumer
description: Customer service agents can create requests on behalf of customers from CRM Workspace or from the platform interface.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/agent-create-request-for-customer.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Manage cases, Use, Customer Service Management]
---

# Create a request on behalf of a customer or consumer

Customer service agents can create requests on behalf of customers from CRM Workspace or from the platform interface.

## Before you begin

Role required: sn\_customerservice\_agent, sn\_customerservice.consumer\_agent

## About this task

Customer service agents can browse the catalog and make a selection to create a request on behalf of a customer.

-   From CRM Workspace, agents can create requests from case and interaction records.
-   From the platform interface, agents can create requests from case records.

## Procedure

1.  Open a customer service case.

2.  To create a request, do one of the following.

    -   CRM Workspace: Click the More UI Actions icon \(\[Omitted image "agent-workspace-more-ui-actions-icon.jpg"\] Alt text: More UI Actions icon.\) and select **Create Request**.
    -   Platform interface: Click the form context menu icon and select **Create Request**.
3.  Select an item or a service from the catalog to display the item page.

4.  Select the quantity.

5.  To complete the request, do one of the following.

<table id="choicetable_vjq_k4q_g3b"><thead><tr><th align="left" id="d127386e118">

Interface

</th><th align="left" id="d127386e121">

Action

</th></tr></thead><tbody><tr><td id="d127386e127">

**CRM Workspace**

</td><td>

Complete these steps:

1.  Click **Order Now**.
2.  Add or change the information in these fields on the Order Confirmation pop-up window: **Request for**, **Delivery information**, **Special instructions**.
3.  Click **Checkout**.
 The system creates the request and displays the request number. Click **View Details** to open the request record.

</td></tr><tr><td id="d127386e172">

**Platform interface**

</td><td>

Click **Order Now**. The system creates the request and displays the request number. An information message provides a link to the case associated with the request.

</td></tr></tbody>
</table>6.  From the Case form, click the **Requests** related list to see the requests associated with the case.