Accept or reject a case solution from the Consumer Service Portal

Users with the consumer role can accept or reject the proposed solution for a case from the Consumer Service Portal.

Before you begin

Role required: sn_customerservice.consumer

About this task

When an agent proposes a solution to a consumer's case, buttons for accepting or rejecting the solution appear in the section of the form that shows the consumer actions.

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 a case number to view more information about the case
  4. Cick one of the following buttons:
    OptionDescription
    Accept Solution Accepts the solution proposed by the agent and changes the case state to Closed.
    Reject Solution Rejects the solution proposed by the agent and changes the case state to Open.