Working with callback requests using the Customer Service Portal

As a customer, you can request a callback from a customer service agent using the Customer Service Portal. You can request an immediate callback or schedule a voice or video callback that you can reschedule or cancel.

Request a callback using the Customer Service or Consumer Service Portal

Request an immediate voice callback or schedule a voice or video callback from an agent using the Customer or Consumer Service Portal.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.consumer

About this task

You can request an immediate callback only for a voice channel. Use the Call me later option to request a video call.

Procedure

1. Navigate to the Customer Service Portal or Consumer Service Portal home page by adding the suffix /csm or /csp to your instance URL.
   For example: https://yourportalurl.com/csm
2. Select My Lists in the portal header and then select My cases.
3. Select the case for which you need support.
4. In the Actions section, select Request callback.
5. In the Request a callback pop-up window, enter your name, phone number, issue type, and description.
6. Select whether to receive an immediate voice callback from an agent or schedule a voice or video callback for later.

   Type of callback	Action
   Immediate voice callback	Select Call me now.
   Scheduled voice or video callback	Select Call me later. Select the type of call. For a phone call, select Voice. For a video call, select Zoom. Select a date and time from the calendar. The date and time slots indicate the agent's availability.

7. Select Submit.

Result

• A callback request is created.
• The details of the callback request are available in the Callback tab.
• A confirmation email is sent.

Reschedule a callback using the Customer Service or Consumer Service Portal

Reschedule a callback from an agent using the Customer or Consumer Service Portal.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.consumer

About this task

You can reschedule a callback request to receive a phone or video call from an agent.

Procedure

1. Navigate to the Customer Service Portal or Consumer Service Portal home page by adding the suffix /csm or /csp to your instance URL.
   For example: https://yourportalurl.com/csm
2. Select My Lists in the portal header and then select My cases.
3. Select the case for which you need support.
4. In the Callbacks tab, select the callback request that you want to reschedule.
5. Select Reschedule.
6. Choose a date and time from the calendar.
   The date and time slots indicate the agent's availability.
7. Select Submit.

Result

• The callback request is rescheduled.
• The pop-up window shows the details of the rescheduled callback.
• A confirmation email is sent.

Cancel a callback using the Customer Service or Consumer Service Portal

Cancel a callback from an agent using the Customer or Consumer Service Portal.

Before you begin

Role required: sn_customerservice.customer, sn_customerservice.consumer

Procedure

1. Navigate to the Customer Service Portal or Consumer Service Portal home page by adding the suffix /csm or /csp to your instance URL.
   For example: https://yourportalurl.com/csm
2. Select My Lists in the portal header and then select My cases.
3. Select the case for which you need support.
4. In the Callbacks tab, select the callback request that you want to cancel.
5. Select Cancel.
6. Confirm the cancellation in the confirmation message.

Result

• The callback request is canceled.
• The details of the canceled callback request are available in the Callbacks tab.
• A confirmation email is sent.