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Business Platforms & EA · Foundational

Case (ServiceNow CSM)

CSM record (sn_customerservice_case) tracking a customer issue or request through resolution.

Definition

Cases are created via portal, email, chat, phone or proactively from alerts, and can spawn child tasks, incidents, problems or changes for internal teams.

Exam tip

Cases can create incidents to involve IT without exposing internal details to customers.

Related terms