CSM Configuration · Topic 3 of 4
Case Types
CIS-CSM case types: when a customer issue needs its own case type, how it extends the case table, registering it, and what each type configures.
- 5 min
- A case type is a child table of sn_customerservice_case, so it inherits all case behavior.
- Case types need the Customer Service Case Types plugin, com.snc.csm_case_types.
- Registering the type creates a record in sn_case_type, where its state flows, SLAs and special handling notes are related.
What it is
A case type defines the data and process for resolving one kind of customer issue. A bank, for example, might have separate case types for loan processing, credit cards and complaints, each with its own fields, states and team.
Technically a case type is a child table that extends the base case table, sn_customerservice_case. It inherits everything a case has and adds what is specific to that kind of issue.
How it works
When a case type is the right choice
A case type is worth building when an issue needs its own data, its own lifecycle, or its own security. If the difference is only a label for reporting or routing, a category on the base case is enough.
| Requirement | Best fit |
|---|---|
| Complaints need extra fields, a different state flow and a complaints team | A complaint case type |
| Cases must be split for reports by product area | Category or product on the base case |
| A new process must keep case features such as SLAs, workspace and portal access | Case type that extends case, not a standalone table |
A standalone table that does not extend case loses inherited case behavior: CSM workspace actions, portal views, case reporting and the link to accounts and contacts.
Plugin and prebuilt types
Case types need the Customer Service Case Types plugin, com.snc.csm_case_types, which a system administrator activates. From the Zurich release the Customer Service Case Types application moved to the ServiceNow Store.
ServiceNow also provides ready made case types as Store applications, such as the Onboarding and Complaints case playbooks. Their playbooks guide the agent through that lifecycle.
Building a case type
An admin follows a set order.
- Create a table that extends Case, in a scoped application rather than global.
- Set view rules so the right form view shows, and add choice records for the type's states.
- Add UI policies, client scripts, business rules and declarative actions. Those inherited from Case already apply.
- Register the type at Customer Service > Manage Case Types, which creates a record in the Case Type table,
sn_case_type. - On that record, configure related lists for state flows, special handling notes, SLAs, email templates, quick messages and reports. They show only data for this type.
- Create a role for the type that contains sn_customerservice_agent, so agents can work it, and add ACLs for external users who must see it.
- Add a record producer so customers can raise it in the Customer Service Portal, and a ticket configuration so the portal shows the right fields.
- Configure CSM Configurable Workspace lists, form headers and actions for the type.
The case type selector
When the selector is enabled, an agent who clicks Create Case chooses the case type first. The types offered can be limited by the agent's roles, so each agent sees only the case types they work.
A credit card agent never has to scroll past mortgage case types.
What a case type controls
| Area | Configured per case type |
|---|---|
| Data | Fields on the child table, form views and view rules |
| Process | States, state flows, playbooks, business rules, flows |
| Service levels | SLAs for this type only |
| Communication | Notifications, email templates, quick messages, special handling notes |
| Security | The case type role and ACLs |
| Channels | Record producers and the portal ticket configuration |
How the exam asks about this
- "A retailer needs a returns process with extra fields, its own states and its own team, but must keep case SLAs and the portal." Create a returns case type that extends the case table.
- "Agents can open a new case type but cannot work it." Check that the case type role contains sn_customerservice_agent.
- "Agents should only see the case types relevant to them when they create a case." Enable the case type selector and limit the types offered by role.
What to remember for the exam
- A case type is a child table of sn_customerservice_case, so it inherits all case behavior.
- Case types need the Customer Service Case Types plugin, com.snc.csm_case_types.
- Registering the type creates a record in sn_case_type, where its state flows, SLAs and special handling notes are related.
- The case type role must contain sn_customerservice_agent for agents to work the type.
- Customers reach a case type through a record producer in the Customer Service Portal.
- Use a category, not a new case type, when only reporting or routing differs.
Building a custom table that does not extend case is almost always the wrong answer. It loses the workspace, portal, account and SLA behavior that makes it a customer service case.
Common mistakes
A new case type for every category. Each case type is a table with views, roles and rules to maintain. If process and data are the same, a category or product on the base case is enough.
Forgetting the role. A case type role that does not contain sn_customerservice_agent leaves agents unable to work the new records, even though the table exists.
Leaving out the customer side. Without a record producer, a ticket configuration and external ACLs, customers cannot raise or see the new type in the portal.
Check yourself
Which table does every CSM case type extend?
The Case table, sn_customerservice_case. That gives the case type all inherited case and task behavior.
Where is a new case type registered, and what can be configured there?
In the Case Type table, sn_case_type, through Manage Case Types. Its related lists hold the type's state flows, special handling notes, SLAs, email templates, quick messages and reports.
When is a category better than a new case type?
When the issues share the same data and process and only need to be told apart for reporting or routing. A case type is for different fields, lifecycle or security.
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