Create a customer service case

task australia Updated Sep 10, 2026 1 min read t_CreateACaseFromCustServApp.md

Raw file servicenow.com

Customer service agents and agent managers can create cases using the Customer Service Management application.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

Note: Apart from these roles, contributor roles also can create cases. To learn more, see Contributor user roles.

Procedure

Create a case.

Option	Description
CRM Workspace	From the Interaction form, select Create Case.
Platform interface	Navigate to Customer Service > Cases > Create New.You can also create cases by: Selecting New from the Customer Service Cases list. Selecting the Create New Case related link from any of the entities that can be associated with a case, such as accounts or products.

Option

Description

CRM Workspace

From the Interaction form, select Create Case.

Platform interface

Navigate to Customer Service > Cases > Create New.You can also create cases by:

Selecting New from the Customer Service Cases list.
Selecting the Create New Case related link from any of the entities that can be associated with a case, such as accounts or products.

2. On the Create Case form, fill in the fields.

To learn more about the fields on the Case form, see [Case form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_CustomerServiceCaseForm.md)

Select Submit.

Result

If available, the following information is associated with a newly created case:

The name of the contact and the contact's company
The product and contract details
The SLA and entitlements

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---
title: Create a customer service case
description: Customer service agents and agent managers can create cases using the Customer Service Management application.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/t\_CreateACaseFromCustServApp.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Manage cases, Use, Customer Service Management]
---

# Create a customer service case

Customer service agents and agent managers can create cases using the Customer Service Management application.

## Before you begin

Role required: sn\_customerservice\_agent, sn\_customerservice\_manager, or admin

**Note:** Apart from these roles, contributor roles also can create cases. To learn more, see [Contributor user roles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-contributor-user-roles.md).

## Procedure

1.  Create a case.

<table id="choicetable_dw2_1w3_3kb"><thead><tr><th align="left" id="d251472e74">

Option

</th><th align="left" id="d251472e77">

Description

</th></tr></thead><tbody><tr><td id="d251472e83">

**CRM Workspace**

</td><td>

From the Interaction form, select **Create Case**.

</td></tr><tr><td id="d251472e96">

**Platform interface**

</td><td>

Navigate to **Customer Service** &gt; **Cases** &gt; **Create New**.You can also create cases by:

-   Selecting **New** from the Customer Service Cases list.
-   Selecting the Create New Case related link from any of the entities that can be associated with a case, such as accounts or products.


</td></tr></tbody>
</table>2.  On the Create Case form, fill in the fields.

    To learn more about the fields on the Case form, see [Case form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r_CustomerServiceCaseForm.md)

3.  Select **Submit**.


## Result

If available, the following information is associated with a newly created case:

-   The name of the contact and the contact's company
-   The product and contract details
-   The SLA and entitlements