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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia 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: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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![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

ServiceNow's Playbooks for Portals enable contacts and consumers to create onboarding cases through Customer Service or Consumer Service Portals.
These playbooks provide a clear, step-by-step roadmap to guide users through the case submission process, showing progress and allowing easy navigation between steps.
Users benefit from intuitive input options and can save incomplete applications or forms to resume later.
Show full answer Show less  

## Key Features

* **Progress Tracking:** Visual progress indicators help users understand remaining steps during case creation.
* **Save and Resume:** Users can save drafts of onboarding cases and access them anytime via the *My Draft Cases* tab in the case list view.
* **Task Management:** Playbooks highlight tasks assigned to the case, ongoing activities, and provide direct action options within the portal.
* **Activity Stream:** Users can track updates and related case information in real time during the onboarding process.
* **Catalog Navigation:** Customers initiate onboarding requests by selecting catalog items on the portals, which automatically open new cases.

## Practical Workflow for Customers

When creating an onboarding case, customers follow these steps:

* Enter basic personal information in a catalog item on the portal.
* Add detailed application information.
* Upload required supporting documents.
* Review and edit all entered data before submission.
* Save progress as needed and submit the case.

Upon submission, the case status updates from **Draft** to **New** . Customers can subsequently track case updates and view saved drafts under *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/18Ol4N9F1w9VIY6BPA4WNA "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.
Figure 1. Customer creates a case
**Related concepts**   

* [Creating a guided onboarding case from CSM Configurable Workspace](https://www.servicenow.com/docs/jmmG~J3jbUXjQYthqmPV_Q "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/18Ol4N9F1w9VIY6BPA4WNA "Create a new onboarding request from the Customer or Consumer Service Portals by navigating the service catalog.")

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