View cases and tasks from the Consumer Portal

View your cases and tasks from the Consumer Portal, including case status, conversations with agents, and attached files.

Before you begin

Role required: sn_customerservice.consumer

About this task

Selecting a case or a task opens a form with the following sections:

• A conversation that displays the interaction between the consumer and the customer service agent.
• The action that must be taken on the consumer's part, such as accepting or rejecting a solution.
• The case details, including the case number and status.
• Any attached files.

Procedure

1. Log in to the Consumer Portal.
2. Navigate to Requests > View submitted requests > View cases and tasks in the portal header to view a list of cases related to the current user.
3. Select any case to view more information about the case.
4. Optional: Enter a message for the agent and select Send.
   Your message becomes part of the case conversation. All responses from the agent are also included in the conversation.