Using Customer Service Problem Management

---
title: Using Customer Service Problem Management
description: By using Customer Service Problem Management, you can help diagnose and resolve the service problem cases identified in customer complaints.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/telecom-media-technology/using-spm.html
release: brazil
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Customer Service Problem Management, Telecommunications, Media, and Technology \(TMT\)]
---

# Using Customer Service Problem Management

By using Customer Service Problem Management, you can help diagnose and resolve the service problem cases identified in customer complaints.

Customer Service agents can use the CSM/FSM Configurable Workspace or Customer Service Portal to create and resolve a service problem case. The case is a single source of truth to track and have visibility into the customer raised issues. The configurable workspace provides a multi-stage process to get started with the case.