---
title: View or modify existing cases in Microsoft Outlook
description: As an account manager, view the five most recent cases related to a Microsoft Outlook contact to understand contact-related issues, modify any case information, and communicate more efficiently with the contact.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/view-existing-case.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Use Microsoft Outlook with CSM, Schedules and sites, Use, Customer Service Management]
---

# View or modify existing cases in Microsoft Outlook

As an account manager, view the five most recent cases related to a Microsoft Outlook contact to understand contact-related issues, modify any case information, and communicate more efficiently with the contact.

## Before you begin

Role required: sn\_customerservice.contact\_manager and sn\_customerservice.proxy\_contact

## About this task

Although you can view or modify existing cases from Microsoft Outlook, you can also access the CSM portal to work on open cases by clicking the pop-out icon \(\[Omitted image "pop-out-icon.png"\] Alt text: Pop-out icon to go to the CSM portal page.\).

## Procedure

1.  Open an email message you received from the contact.

2.  On the Microsoft Outlook Home tab, click **View in ServiceNow**.

3.  Click **Cases** in the Outlook add-in panel.

    The add-in panel lists the five most recent cases connected to the contact that are not closed. You can load more cases.

4.  Click a case to open the case details.

5.  Type your message.

6.  If you have supporting information such as a message that you want to attach to a case, click the attachment icon \(\[Omitted image "attachment-icon.png"\] Alt text: Attachment icon.\) and select the file.

7.  Click **Send**.


## Result

The newly added message is available in the activity stream.