Get product help from the Consumer Portal

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Submit a case from the Consumer Portal to get help with a product question or issue.

    Before you begin

    Role required: sn_customerservice.consumer or sn_customerservice.unified_consumer

    Procedure

    1. Log in to the Consumer Portal.
    2. Navigate to Requests > Submit a request > Get help > Get product help in the portal header.
    3. Fill in the fields on the form.
      Fields Description
      Household Household the customer belongs to.
      Customer Name of the customer. Selecting a household filters the list to members of that household only.
      Product Product that you need help with.
      Subject Brief summary of the issue.
      Note:
      When you start entering the subject, the application searches the configured knowledge bases and displays the results in the Related Content list.
      Description Detailed description of the issue.
      Note:
      When you start entering the subject, the application searches the configured knowledge bases and displays the results in the Related Content list.
    4. Optional: Add any attachment.
    5. Select Submit.

    Result

    The new case is created and added to the Cases list. To view the case, select the link in the case creation message or select Requests > View submitted requests > View cases and tasks from the portal header, and then select the case number.