---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create an onboarding case

# Creating an onboarding case with Playbooks for Portals {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Creating an Onboarding Case with Playbooks for Portals

This guide outlines how to create an onboarding case using Playbooks for Portals in the Customer Service Portal or Consumer Service Portal.
It provides a structured process that helps users navigate through case creation efficiently.
Show full answer Show less  

## Key Features

* **Clear Progress Tracking:** Users can see their progress during the submission process and easily navigate back to previous steps.
* **Input Controls:** The interface offers options and controls for quick and accurate data entry.
* **Draft Saving:** Users can save incomplete applications and return to them later, accessible in the My Draft Cases tab.
* **Task Management:** Playbooks display assigned tasks and ongoing activities, allowing users to track and act on them easily.
* **Activity Stream:** Users can monitor their progress and view related information about their cases.

## Key Outcomes

Upon completing the onboarding case creation, users can expect the case status to change from Draft to New once submitted. They can track updates by navigating to My Lists \> My Draft Cases in the portal.  
Whether you're a contact or a consumer, you can create an onboarding case with a case type that is based on the issue or request in either the Customer Service Portal or Consumer Service Portal.

## Playbooks for Portals overview {#create-an-onboarding-case-with-portal-playbook__section_lc4_n5h_21c}

With Playbooks for Portals, you get a clear roadmap where you can see your progress in the submission process and in the remaining steps that you have left to complete. If needed, you can easily navigate back to a previous step. To
expedite the process, you're presented with the options and input controls so that you can quickly and accurately input your information. Additionally, you can save an application or form that is not yet ready for submission so that
you can resume work on it later. After saving the case, you can access the playbook through the case lists and find your saved drafts in the case list view on the My Draft Cases tab.

These playbooks are designed to guide you through the steps of the intake process. Within the playbooks, you can locate the tasks that are assigned to the case, view all ongoing activities with the associated actions, and do the
actions on the assigned tasks. The activity stream for the case playbook enables you to track your progress. If it's available, you can also see the related information about the case.

## Navigating the catalog to create an onboarding request {#create-an-onboarding-case-with-portal-playbook__section_vyt_q5h_21c}

You can navigate the catalog to create a new onboarding request from the Customer or Consumer Service Portals. For detailed steps, see [Create an onboarding request from the service catalog](https://www.servicenow.com/docs/jdq6A4L_ME20BxL9wNi3Pg "Create a new onboarding request from the Customer or Consumer Service Portals by navigating the service catalog.").

## Workflow steps {#create-an-onboarding-case-with-portal-playbook__section_es3_pyn_21c}

Let's see how a customer creates an onboarding case from Playbooks for Portals. The customer does the following actions:

1. Enters the basic information about themselves in a catalog item on one of the portals to open a new case.
2. Adds the details about their application.
3. Uploads the required documents that are needed to process their application.
4. Reviews and edits all the data before submitting the application.
5. Saves all changes and submits the case.
{#create-an-onboarding-case-with-portal-playbook__ol_ipj_syn_21c}

When the customer submits the case, the status of the case changes from Draft to New.  
Note:  
After an application is submitted, the customer can find and view the case updates in the portal by navigating to My ListsMy Draft Cases.

The following diagram shows how a customer creates a case.
**Related concepts**   

* [Creating a guided onboarding case from CSM Configurable Workspace](https://www.servicenow.com/docs/5qKp524bUUKQKFG31beDaw "An agent can create a case for a contact or a consumer when the contact or consumer reaches out through a phone call, email, or chat from the CSM Configurable Workspace.")  
**Related tasks**   

* [Create an onboarding request from the service catalog](https://www.servicenow.com/docs/jdq6A4L_ME20BxL9wNi3Pg "Create a new onboarding request from the Customer or Consumer Service Portals by navigating the service catalog.")

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