Request an item or service from the Consumer Portal

Submit a request for an item or service from the Consumer Portal service catalog.

Before you begin

Note:

Creating a request from the Consumer Portal requires activation of the Customer Service with Request Management plugin (com.sn_cs_sm_request). It also requires that the administrator to provide external customers with access to request records.

Role required: sn_customerservice.case_authorized_consumer or sn_customerservice.consumer

About this task

Users can make requests for a product or service from the Consumer Portal. Customer administrators, partners, and case managers can also make requests.

Procedure

1. Navigate to the Consumer Portal.
2. Navigate to Requests > Submit a request > Submit any request
3. Browse the service catalog and select the item or service.
   Select topics from the navigation menu to view related articles and catalog items.
4. 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.

5. Optional: Upload any attachments.
6. Select Submit.

Result

The system processes the request, creates it along with related records, and shows the details on the record view page.