---
title: Create an onboarding case
description: Create a case to onboard new customers or to onboard existing customers for new products.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-onboarding-case.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Create a customer service case of a specific type, Manage cases, Use, Customer Service Management]
---

# Create an onboarding case

Create a case to onboard new customers or to onboard existing customers for new products.

## Before you begin

Role required: sn\_customerservice\_agent

## About this task

Onboarding cases appear in the Onboarding Cases module and use the ONB prefix in the case number. For example, ONB0001007.

If the case playbook for onboarding is available, you can use the playbook to guide you through the steps that need to be completed to resolve onboarding cases.

## Procedure

1.  Create a case.

    |Interface|Description|
    |---------|-----------|
    |**CRM Workspace**|From the Interaction form, click **Create Case**.|
    |**Platform**|Navigate to: **Customer Service** > **Cases** and click **Create New**.|

2.  Select the case type.

<table id="choicetable_tyb_yjz_vmb"><thead><tr><th align="left" id="d189533e112">

Interface

</th><th align="left" id="d189533e115">

Description

</th></tr></thead><tbody><tr><td id="d189533e121">

**CRM Workspace**

</td><td>

In the Select Case Type popup window:1.  Select a **Case Type**.
2.  In the **Category** field, select Customer Onboarding.
3.  Click **Create Case**.


</td></tr><tr><td id="d189533e152">

**Platform**

</td><td>

Select Customer Onboarding in the list of available case types in the interceptor.

</td></tr></tbody>
</table>3.  Add the customer information.

    -   If the onboarding case is for an existing customer, fill in the **Account** and **Contact** or **Consumer** fields.
    -   If the onboarding case is for a new customer, enable the **New customer** check box and fill in the fields in the New Customer Information form section.
<table id="choicetable_xsw_jlz_vmb"><thead><tr><th align="left" id="d189533e194">

Field

</th><th align="left" id="d189533e197">

Description

</th></tr></thead><tbody><tr><td id="d189533e203">

**Customer type**

</td><td>

The type of customer, either Business or Individual.

</td></tr><tr><td id="d189533e212">

**Business name**

</td><td>

The name of the business. This field is displayed and is required when you select Business as the customer type. **Note:** You can enter customer names in this field but not partner names.

</td></tr><tr><td id="d189533e224">

**User name**

</td><td>

The name of the contact or consumer. This field is displayed and is required when you select Individual as the customer type.

</td></tr><tr><td id="d189533e233">

**Email address**

</td><td>

The email address for the user. This address is used for notifications.

</td></tr><tr><td id="d189533e243">

**Phone number**

</td><td>

The phone number for the user.

</td></tr></tbody>
</table>4.  Add additional members to the case from the **Additional Members** related list.

    Use this related list to create the users or business entities that should be included in the onboarding case. Click **New** and fill in the fields on the Related Party form.

<table id="choicetable_idk_n31_wmb"><thead><tr><th align="left" id="d189533e270">

Field

</th><th align="left" id="d189533e273">

Description

</th></tr></thead><tbody><tr><td id="d189533e279">

**Type**

</td><td>

Use the **Type** field to select the authorization type of the additional member. Example authorization types include:

-   Joint Owner
-   Signatory
-   Beneficiary
-   Sub Account
 Additional members can be accounts, contacts, or consumers. The selection in the **Type** field determines which of the following fields is displayed:

-   User
-   Consumer
-   Account


</td></tr><tr><td id="d189533e325">

**User**

</td><td>

The name of the contact being added as an additional member.

</td></tr><tr><td id="d189533e334">

**Consumer**

</td><td>

The name of the consumer being added as an additional member.

</td></tr><tr><td id="d189533e343">

**Account**

</td><td>

The name of the account being added as an additional member.

</td></tr></tbody>
</table>5.  Fill in the fields on the Case form.

    For more information and field descriptions, see [Create a customer service case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/t_CreateACaseFromCustServApp.md).

6.  Click **Save**.

    -   If the **New customer** check box is enabled, the **Account** and **Contact** or **Consumer** fields are not required to save the case.
    -   If the **New customer** check box is disabled, the **Account** and **Contact** or **Consumer** fields are required to save the case.