Create a product case from Business Portal
Create a case about a question or issue on a product from the business portal.
Before you begin
Role required: sn_customerservice.customer, sn_customerservice.partner, sn_customerservice.customer_admin, or sn_customerservice.partner_admin, sn_acct_consumer.consumer
About this task
Use the Business Portal to submit a product case when you need support from a customer service agent. The portal guides you through a structured form that captures the details needed to route the case correctly. If you start entering a subject, the portal searches configured knowledge bases and displays related content that may resolve your issue before submission.
Procedure
Navigate to the business portal.
Select Request > Submit a request > Submit a case > Submit a product case.
On the form, fill in the fields.
Note: Depending on your role, you might not see the Account and Contact fields.
| Field | Description |
|---|---|
| Account | The account for which you’re creating the case. |
| Contact | The name of the customer contact for this case. |
| Consumer | The name of the consumer for this case. Note: This field is active only when the Customer Data Models for B2B2C plugin is installed. Once Account is selected, only consumers belonging to the account are displayed. |
| Asset | The asset tag number or the serial number of the asset associated with this case. |
| Product | The product model of the asset. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro). If you select an asset in the Asset field, this field is auto-populated if the associated product information is available in the asset record. A product may be associated with multiple assets. |
| Priority | The available assigned priorities are:- 1 - Critical - 2 - High - 3 - Moderate - 4 - Low \(default\) |
| Subject | A brief description of the customer question, issue, or problem.Note: When you start entering the subject, the application searches for relevant content in the knowledge bases configured for the portal. the results are displayed in the Related Content list. |
| Description | A detailed description of the customer question, issue, or problem. |
**Note:** Currently, the **Save as Draft** option isn’t optimized for Customer Service Management portals and, it’s inactive by default.
- Select Submit.
Result
The case is created, assigned a case number, and added to the creator's case list. To view this list, navigate to Requests > View Submitted requests > View Cases and tasks tab on the business portal header and select All Cases in the left pane.
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