Configure special handling notes

---
title: Configure special handling notes
description: Use special handling notes to bring important case information to an agent’s attention.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/configure-special-handling-notes.html
release: brazil
topic_type: task
last_updated: "2026-10-14"
reading_time_minutes: 1
breadcrumb: [Configure case management, Case management, Organize agent workspaces, Configure, Customer Service Management]
---

# Configure special handling notes

Use special handling notes to bring important case information to an agent’s attention.

## Before you begin

Role required: csm\_guided\_setup\_user or admin

## About this task

Configure the desired entity tables to use special handling notes and then configure the corresponding forms to display either the Special Handling Notes list or pop-up window.

**Note:** Demo and sample data plugins aren't included in the family-to-store migration. The Special Handling Notes Demo Data plugin has no store application and remains installed as a family plugin after you upgrade to Brazil. Its demo data is now delivered with Special Handling Instruction \(com.snc.app\_shn\).

## Procedure

1.  Navigate to **All** > **Customer Service** > **Administration** > **Guided Setup**.

2.  On the Getting Started page of the guided setup, select **Get Started**.

3.  In the Case Management category, select the Special Handling Notes task.

    Configuring special handling notes includes the following steps.

    |Task|Description|
    |----|-----------|
    |[Configure an entity table to use special handling notes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/t_ConfigEntityToUseSHNotes.md)|Configuring an entity to use special handling notes adds the **Create Special Handling Notes** related link to the corresponding entity form.|
    |[Configure a form to show special handling notes in a list or pop-up window](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/t_ConfigFormToShowOnScreenAlerts.md)|Configure a form to display special handling notes in either a list or a pop-up window.|
    |[Configure the necessary properties to display special handling notes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/t_EnableOnScreenAlertProperties.md)|Configure properties that determine the frequency and the number of special handling notes that are displayed.|

4.  To perform the task, select **Configure**.

    This button opens the page in your instance where the configuration is completed.


**Related topics**  


[Special handling notes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/c_OnScreenAlerts.md)