---
title: Case management
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/case-management.html
release: brazil
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Organize agent workspaces, Configure, Customer Service Management]
---

# 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.

<table id="table_j1n_vv5_41c"><thead><tr><th>

Task

</th><th>

Description

</th></tr></thead><tbody><tr><td>

[Configure case management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/configure-csm-case-management.md)

</td><td>

Configure 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/configure-case-form.md) to display the desired fields and related lists.
-   [Configure SLA definitions for customer service cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/t_DefineSLAForCustServiceCase.md) to specify the time within which service must be provided.
-   [Major issue management overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/major-issue-management.md) to manage the communication and resolution process for issues that impact multiple customers.
-   [Configure special handling notes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/configure-special-handling-notes.md) to bring important case information to an agent’s attention.

</td></tr><tr><td>

[Customer service case types](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/customer-service-case-types.md)

</td><td>

Configure case types to handle different types of customer issues. When creating cases, agents can select the case type that corresponds to the customer issue.

</td></tr><tr><td>

[Service definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/csm-service-definitions.md)

</td><td>

Configure service definitions that agents can use to create cases of the right type to support those service requests.

</td></tr></tbody>
</table>