Create a case for install base from the Customer Service homepage

Create a case regarding a question or issue on your install base from the Customer Service homepage.

Before you begin

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

About this task

Install base enables you to track which instances have been provisioned for your account and the products and services that run on them.

Procedure

1. Navigate to the Customer Service homepage.
2. Select Create Case for Install Base.
3. Fill out the fields on the form, as required.

   Table 1. Create Case form

   Field	Description
   Product	The sold product you have a question on or issue with.
   Install Base	The install base item that you have a question on or issue with.
   Priority	The assigned priority: 1 — Critical 2 — High 3 — Moderate 4 — Low (default)
   Subject	A brief description of the question, issue, or problem.
   Description	A more 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.
   The case is created, assigned a case number, and added to the user's case list. Select My Cases at the top of the customer portal to view the Cases list.