CDM playbook stages and activities

---
title: CDM playbook stages and activities
description: The Customer Dispute Management \(CDM\) case includes stages and activities that guide dispute resolution from intake through closure.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/telecom-media-technology/cdm-playbook-stages-and-activities.html
release: australia
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 1
keywords: [customer dispute management, CDM case stages, dispute resolution]
breadcrumb: [Reference, Customer Service Problem Management, Telecommunications, Media, and Technology \(TMT\)]
---

# CDM playbook stages and activities

The Customer Dispute Management \(CDM\) case includes stages and activities that guide dispute resolution from intake through closure.

<table id="table_nrj_z2s_llb"><thead><tr><th>

Stage

</th><th>

Activity

</th><th>

Activity details

</th></tr></thead><tbody><tr><td>

**Intake**Guides the agent to collect the information needed to create the CDM case.

</td><td>

Capture initiator details

</td><td>

Captures the details of the dispute requester, including contact information, communication channel, and involved parties.

</td></tr><tr><td>

 

</td><td>

Capture CDM information

</td><td>

Captures the details of the dispute, including affected product or service, complaint date, dispute description, and any additional information relevant to the dispute.

</td></tr><tr><td>

 

</td><td>

Upload documents

</td><td>

Captures evidence related to the dispute.

</td></tr><tr><td>

 

</td><td>

Notify customer

</td><td>

Displays the details of the email sent to the customer at the completion of the Intake stage.

</td></tr><tr><td>

**Investigate**Enables the agent to perform initial troubleshooting on the case.

</td><td>

Lookup record history

</td><td>

Links the complaint case records related to the customer dispute.

</td></tr><tr><td>

 

</td><td>

Analyze linked facts

</td><td>

Analyzes the linked record details to understand the complaint.

</td></tr><tr><td>

**Resolution and dispute analysis**Manages the activities for case resolution.

</td><td>

Implement resolution

</td><td>

Creates case tasks.

</td></tr><tr><td>

 

</td><td>

Add dispute analysis

</td><td>

Records the dispute analysis.

</td></tr><tr><td>

**Closure**Shares the dispute resolution with the customer and closes the dispute.

</td><td>

Add resolution notes

</td><td>

Proposes a resolution for the complaint and sends the details to the customer.

</td></tr><tr><td>

 

</td><td>

Resolution feedback

</td><td>

Captures the customer response.

</td></tr><tr><td>

 

</td><td>

Generate deadlock letter

</td><td>

When the customer rejects the resolution, a deadlock letter is created and an email is sent to the customer.

</td></tr><tr><td>

 

</td><td>

Notify regulator

</td><td>

Displays the details of the sent email.

</td></tr><tr><td>

 

</td><td>

Close CDM

</td><td>

Closes the customer dispute.

</td></tr></tbody>
</table>