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Organize agent workspaces › Configure › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Case management

Set up case management features to enable agents and customers to create cases as needed and work to resolve those cases. Create the necessary case types to handle specific types of customer issues. Configure service definitions to create connections between products, services, and case types.

TaskDescription
Configure case managementConfigure the case management features that enable agents and customers to create cases for issues and questions, track the activities related to resolving issues, and provide communication between the agent and customer.Some of the case management features include the following: - Configure a Case form view to display the desired fields and related lists. - Configure SLA definitions for customer service cases to specify the time within which service must be provided. - Configure major issue management to manage the communication and resolution process for issues that impact multiple customers. - Configure special handling notes to bring important case information to an agent’s attention.
Customer service case typesConfigure case types to handle different types of customer issues. When creating cases, agents can select the case type that corresponds to the customer issue.
Task Plan TemplatesA task plan template defines the tasks, records, and conditions used to automatically create work when the template is applied.
Order Operations Case ManagementOrder Operations Case Management enables agents to manage issues across multiple orders or order lines within a single case. It uses order‑based case line items so agents can track, resolve, and close each issue independently before closing the overall order case.
Case Lines and WorkflowsCase Lines and Workflows enables agents and customers to manage multiple related issues within a single case. It uses case line items to track, act on, and resolve each issue independently before closing the overall case.
Case Management for Invoice OperationsCase Management for Invoice Operations enables agents to manage invoice‑related issues within a single case. It uses invoice‑based case lines to track, resolve, and close multiple invoice or invoice‑line issues independently before closing the overall invoice case.
Service definitionsConfigure service definitions that agents can use to create cases of the right type to support those service requests.