View case records from the Customer and Consumer Service Portals

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

    • View case records such as requests, changes, or problems, from the Customer or Consumer Service Portals.

    Before you begin

    Role required: sn_customerservice.customer_admin, sn_customerservice.partner, sn_customerservice.customer_case_manager, sn_customerservice.customer, sn_customerservice.consumer

    About this task

    If a case has one or more related records, a Related Records widget is displayed on the case view page that lists those records.

    Procedure

    1. Navigate to the Customer or Consumer Service Portal.
    2. Click My Lists in the portal header and then select a case.
      You can use the My Lists filter to narrow the list of records before selecting a case.
    3. In the Related Records widget, click a record to view its details.
    4. Optional: For request records, expand the Stage field to display more details about the request process.
    5. Click the X in the upper corner to close the details window.