Create a technology product support case from the Customer Service Portal

Customers can create a technology product case to report an issue about the service from the Customer Service Portal.

Before you begin

Role required: sn_tech_support.agent

Procedure

1. Go to the Customer Service Portal by accessing your instance URL and adding a /csm suffix.
2. On the home page, select Get help.
3. In the Categories, select a Support category from the list.
4. Select Create a Technology Product Case.

   Case form as been created using a record producer. For more information about how to create record producer, see Record Producer.

5. On the form, fill in the fields.

   

   Table 1. Technology Product Case

   Field	Description
   Issue Type	Select the type of issue for the case: Performance Issue Question Service Request Something is Broken
   Account	This account is default to logged-in user account
   Contact	Auto-filled with the name of the logged-in user.
   Sold Product	Select a product from the list of available products. This list includes the sold products for the logged-in user.
   Affected Instances	Add the affected instances to this list.
   Short description	Description of the issue or problem.
   Business Impact	Impact that this issue is having on your business.
   Steps to reproduce	Add the steps to reproduce the issue.
   Contact Timezone	Displays the time zone of the user in the Contact field.

6. Select Submit.
   When the service problem case is submitted, the stage is automatically set to Verify and state as New.