---
schema_version: "1"
id: 603612fa1391a1ef78ff69e69d1daa0fa07def345e64a46ed70f38b9ec743a31
title: Raise Service Requests on Behalf of the Customer
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/billing_dispute_management_assisted_case_creation.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.billing_dispute_management_assisted_case_creation.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1fdb65cac8f350529f7bf3c02f3f37fdd7f7a9dabfd0c1995f49309771065078
description: Initiate billing disputes or inquiries on behalf of your customer directly from the Billing app.
products:
  - Revenue Cloud
release: "264"
---
# Raise Service Requests on Behalf of the Customer

Initiate billing disputes or inquiries on behalf of your customer directly from the Billing app.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with <a href="https://help.salesforce.com/s/articleView?id=ind.revenue_licenses_areas_and_features.htm&amp;release=264.0.0&amp;type=5">the Revenue Cloud Billing license</a>. Contact your Salesforce account executive for more information.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d97654e75">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d97654e75 ">To raise service requests on behalf of the customer:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d97654e75 ">
              <ul>
                <li>UnifiedCatalogAgentPsl permission set group</li>

                <li>UnifiedCatalogAgent permission set</li>

                <li>Omnistudio User permission set</li>

                <li>Industry Service Excellence permission set</li>

                <li>Billing Operations User permission set</li>

                <li>Billing Customer Service User permission set</li>

              </ul>
            </td>

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

As a one-time setup task, [configure the Action Launcher component](https://help.salesforce.com/s/articleView?id=ind.billing_dispute_management_enable.htm&release=264.0.0&type=5) to add the Billing service catalog.

1. In the Billing app, navigate to the customer’s account.
2. Click **New Case** on the Account record.
3. Select the appropriate [service process template](https://help.salesforce.com/s/articleView?id=ind.billing_manage_disputes.htm&release=264.0.0&type=5).
4. Complete the required fields and any supporting documents or linked invoices.
5. Submit the case.
    
    A new billing case is created and associated with the customer’s account. Billing also records the intake method as Internal.

When you submit the case, your customer gets an email notification and can view the case details and status on the Cases tab of the self-service Billing portal. You can also route cases to specific service reps by [setting up case assignment rules.](https://help.salesforce.com/s/articleView?id=service.creating_assignment_rules.htm&language=en_US)

You can now proceed to [resolve the case](https://help.salesforce.com/s/articleView?id=ind.billing_dispute_management_resolve_service_requests.htm&release=264.0.0&type=5 "When customers or service reps raise billing service requests or inquiries , Billing creates corresponding cases that are resolved by using the automated resolution actions. For specific service requests such as suspending billing, extending invoice due date, updating billing contact details, or correcting invoice charges, Billing automatically initiates the appropriate resolution associated with the service request. However, for any other billing inquiries that don’t have automated resolution, resolve the cases manually based on the business need and requirements.") using the case resolution workflow.