Consumer Service Portal changes

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Consumer Service Portal changes

    Activating the Customer Service Household plugin enhances the Consumer Service Portal by enabling consumers to manage households and cases more effectively. It allows consumers to view multiple households they belong to, see household members, and create or update cases for themselves or other household members.

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    Key Features

    • Multiple Household Viewing: Consumers can view their primary household and all households they belong to on their user profile page.
    • Household Members Access: Consumers who are heads of household have access to a dedicated menu listing all current household members.
    • Case Creation for Others: Heads of household or authorized representatives can create cases on behalf of other household members or consumers. The interface dynamically filters the Consumer and Household fields for accurate case association.
    • Case Viewing and Management: Consumers can view all cases related to their households or those they represent. They can also manage cases by adding comments or attachments, accepting or rejecting solutions, and closing cases.
    • Consumer Field in Cases: The Ticket Fields details tab includes a Consumer field to specify the relevant household member when creating or updating cases.

    Key Outcomes

    • Improved consumer experience by providing clear visibility of household relationships and relevant cases.
    • Streamlined case management allowing authorized users to efficiently handle cases for multiple consumers within a household.
    • Reduced errors and increased accuracy in case assignment by dynamically restricting consumer options based on selected households.
    • Enhanced collaboration and resolution tracking via the ability to update cases with comments, attachments, and solution feedback.

    Activating the Customer Service Household plugin enables you to view households and household members on the Consumer Service Portal as well as view and create cases for household members.

    Viewing multiple households on the portal

    Consumers can belong to multiple households and can have one primary household. When the Customer Service Household plugin is activated, consumers who are logged in to the Consumer Service Portal can see the following information on their user profile page:
    • The consumer's primary household in the Primary Household field.
    • The households that the consumer belongs to in the Households list.

    Viewing household members on the portal

    For consumers who are the head of household, the Support menu includes the Household Members menu item, which lists all current members of the household.

    Selecting this menu item displays a page that lists the members of the households where the logged-in consumer is the head of household.

    Creating cases for other members of a household or other consumers

    A consumer can create cases for another consumer in the following instances:
    • A consumer who is the head of a household can create cases for other members of the household.
    • A consumer who is an authorized representative for another consumer can create cases on behalf of that consumer.
    When creating a case, the head of household or authorized representative can select the household member in the Consumer field on the record producer.
    • If the logged-in consumer belongs to only one household, the household is automatically added to the case when it is submitted.
    • If the logged-in consumer belongs to more than one household, the correct household can be selected in the Household field on the record producer.
    • If the household is selected first, the consumers listed in the Consumer field are restricted to the current members of the household.
    The default selections for the Household and Consumer fields on the record producer include the primary household and the logged-in consumer.

    Viewing and updating cases on the portal

    The logged-in consumer can see the following cases on the portal:
    • All Cases: all of the cases that belong to their household or that belong to consumers with which they are an authorized representative.
    • My Cases: the cases created by the logged-in consumer.
    The head of household or authorized representative can perform the following actions for the cases that belong to their household:
    • Add comments and attachments.
    • Accept or reject a solution.
    • Close a case.

    Consumer case information

    When the Customer Service Household plugin is activated, the Ticket Fields details tab includes the Consumer field.