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

  1. Log in to the Consumer Service Portal.
  2. Click Cases in the portal header to view a list of cases related to the current user.
  3. Click the case number to view more information about the case.
  4. 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.