Search for information using the customer portal

Use the search feature on the customer portal to find information about a question or an issue.

Before you begin

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

About this task

The portal has a search feature that you can use to search for information across several repositories. Enter a search term in the Search field and then click Search to display a list of related articles.

The portal also displays information from the knowledge base, the community, and customer support.

Procedure

  1. Enter a search term into the Search field.
  2. Click Search.
    A list of articles related to the search term is displayed, with the results grouped into three categories: Cases, Knowledge, Questions.
  3. Click a link to view an article.

Search the knowledge base

Use the customer portal to search the knowledge base or view a list of popular knowledge base articles.

Before you begin

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

About this task

The customer service portal includes a link to the knowledge base that you can use to search for information, read and rate articles, and submit feedback. Under this link, the portal displays a list of popular knowledge base articles. If the information that you need is not included in this list, you can search the knowledge base for the desired information.

Procedure

  1. Navigate to the customer service portal.
  2. Click Knowledge.
    The knowledge page displays a separate category for each of the products purchased by this customer. It also displays lists of articles by:
    • Featured content
    • Most useful
    • Most viewed
  3. Do one of the following:
    OptionDescription
    Click a product to display more specific information Displays a list of categories on the left and articles on the right. Click a category to drill down even further.
    Click a link from one of the lists Displays the article.
    Type a topic in the Search field and press the Enter key Displays a list of related articles. Click a link to display the desired article.

Search the community

Use the customer service portal to search the community site or view a list of recent discussion topics.

Before you begin

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

Procedure

  1. Navigate to the customer service portal.
  2. Click Ask the Community.
    This brings up the Ask a Question page.
  3. Enter a question in the Title field.
  4. Select a knowledge base in the Knowledge Base field.
  5. If desired, select a category in the Category field.
  6. If desired, add one or more tags to your question in the Tags field.
  7. Click Post Question.
    The question appears on the search results page under the Questions category.