Create a product case from Business Portal

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

    • Create a case about a question or issue on a product from the business portal.

    Before you begin

    Role required: sn_customerservice.customer, sn_customerservice.partner, sn_customerservice.customer_admin, or sn_customerservice.partner_admin, sn_acct_consumer.consumer

    About this task

    Use the Business Portal to submit a product case when you need support from a customer service agent. The portal guides you through a structured form that captures the details needed to route the case correctly. If you start entering a subject, the portal searches configured knowledge bases and displays related content that may resolve your issue before submission.

    Procedure

    1. Navigate to the business portal.
    2. Select Request > Submit a request > Submit a case > Submit a product case.
    3. On the form, fill in the fields.
      Note:
      Depending on your role, you might not see the Account and Contact fields.
      Table 1. Create Case form
      Field Description
      Account The account for which you’re creating the case.
      Contact The name of the customer contact for this case.
      Consumer The name of the consumer for this case.
      Note:
      This field is active only when the Customer Data Models for B2B2C plugin is installed. Once Account is selected, only consumers belonging to the account are displayed.
      Asset The asset tag number or the serial number of the asset associated with this case.
      Product The product model of the asset. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro).

      If you select an asset in the Asset field, this field is auto-populated if the associated product information is available in the asset record. A product may be associated with multiple assets.
      Priority The available assigned priorities are:
      • 1 - Critical
      • 2 - High
      • 3 - Moderate
      • 4 - Low (default)
      Subject A brief description of the customer question, issue, or problem.
      Note:
      When you start entering the subject, the application searches for relevant content in the knowledge bases configured for the portal. the results are displayed in the Related Content list.
      Description A detailed description of the customer question, issue, or problem.
      Note:
      Currently, the Save as Draft option isn’t optimized for Customer Service Management portals and, it’s inactive by default.
    4. Select Submit.

    Result

    The case is created, assigned a case number, and added to the creator's case list. To view this list, navigate to Requests > View Submitted requests > View Cases and tasks tab on the business portal header and select All Cases in the left pane.