As an account manager, when you receive an email from a contact with no case details
available, you would want to create a new case.
Role required: sn_customerservice.contact_manager or
sn_customerservice.proxy_contact
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Open an email message you received from the contact.
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On the Microsoft Outlook Home tab, click View in
ServiceNow.
If a message No case was found appears in the Outlook add-in
panel, then there are no cases.
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Click
icon and select Create Case.
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Fill in the case details in the case form and click
Submit.
Optionally, you can also use the
icon to create a case from the CSM portal page.
