View a case from the Consumer Service Portal
Users with the consumer role can view a list of cases from the Consumer Service Portal and select individual cases to see more detail.
Before you begin
Role required: sn_customerservice.consumer
About this task
Selecting a case opens a form with the following sections:
- A conversation that displays the interaction between the consumer and the customer service agent.
- The action that needs to be taken on the consumer's part, such as accepting or rejecting a solution.
- The case details, including the case number and current status.
- Any attached files.
Procedure
Log in to the Consumer Service Portal.
Select Support > Cases in the portal header to view a list of cases related to the current user.
Select the case number to view more information about the case.
If desired, type a message to the agent and click Send.
Your message becomes part of the case conversation. All responses from the agent are also included in the conversation.
Related topics
Accept or reject a case solution from the Consumer Service Portal