Customer Service Management Workflow Studio actions

concept australia Updated Sep 10, 2026 1 min read csm-flow-designer-actions.md

Use Workflow Studio actions as building blocks to create Customer Service Management business processes.

Action	Description
Get Case	Retrieve a case record using the case number. If multiple records are found, only the first record is returned.
Create Case	Create a case using one or more attributes. This action mimics the structure of the Case table (sn_customerservice_case) and exposes all of the fields present on the Case table.
Create Quick Case	Create a case using the customer, description, channel, priority, and category attributes.
Create Task on Case	Create a case task and optionally associate it with a case.
Update Case	Update a case by providing the case reference and the fields that you want to update.
Assign Case	Assign a case using matching rules. To use this action, you must first define the matching rules that match cases with resources (assignment groups, agents).
Escalate Case	Request case escalation. This action does not automatically approve escalation. Approval is based on the selected escalation template.
Escalate Account	Request account escalation. This action does not automatically approve escalation. Approval is based on the selected escalation template.
Add Work Note to Task	Add a work note to a task or to task extended objects (for example, a case or case task).
Add Comment to Task	Add a comment to a task or to task extended objects (for example, a case or case task).

Related topics

Flow Designer

Action Designer

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---
title: Customer Service Management Workflow Studio actions
description: Use Workflow Studio actions as building blocks to create Customer Service Management business processes.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-flow-designer-actions.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Administer, Customer Service Management]
---

# Customer Service Management Workflow Studio actions

Use Workflow Studio actions as building blocks to create Customer Service Management business processes.

|Action|Description|
|------|-----------|
|Get Case|Retrieve a case record using the case number. If multiple records are found, only the first record is returned.|
|Create Case|Create a case using one or more attributes. This action mimics the structure of the Case table \(sn\_customerservice\_case\) and exposes all of the fields present on the Case table.|
|Create Quick Case|Create a case using the customer, description, channel, priority, and category attributes.|
|Create Task on Case|Create a case task and optionally associate it with a case.|
|Update Case|Update a case by providing the case reference and the fields that you want to update.|
|Assign Case|Assign a case using matching rules. To use this action, you must first define the matching rules that match cases with resources \(assignment groups, agents\).|
|Escalate Case|Request case escalation. This action does not automatically approve escalation. Approval is based on the selected escalation template.|
|Escalate Account|Request account escalation. This action does not automatically approve escalation. Approval is based on the selected escalation template.|
|Add Work Note to Task|Add a work note to a task or to task extended objects \(for example, a case or case task\).|
|Add Comment to Task|Add a comment to a task or to task extended objects \(for example, a case or case task\).|

**Related topics**  


[Flow Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/application-development/flow-designer.md)

[Action Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/actions.md)