Create a product case from the Customer Service Portal

Create a case about a question or issue on a product from the Customer Service 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

Procedure

1. Go to the Customer Service Portal by accessing your instance URL and adding a /csm suffix.
2. Right-click in the form header and choose Case > Create 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 the case is being created.
   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 is not optimized for Customer Service Management portals and, it is 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, select the My Lists tab on the Customer Service Portal header and select All Cases in the left pane.