Get product help from the Consumer Portal
Submit a case from the Consumer Portal to get help with a product question or issue.
Before you begin
Role required: sn_customerservice.consumer or sn_customerservice.unified_consumer
Procedure
Log in to the Consumer Portal.
Navigate to Requests > Submit a request > Get help > Get product help in the portal header.
Fill in the fields on the form.
| Fields | Description |
|---|---|
| Household | Household the customer belongs to. |
| Customer | Name of the customer. Selecting a household filters the list to members of that household only. |
| Product | Product that you need help with. |
| Subject | Brief summary of the issue.Note: When you start entering the subject, the application searches the configured knowledge bases and displays the results in the Related Content list. |
| Description | Detailed description of the issue.Note: When you start entering the subject, the application searches the configured knowledge bases and displays the results in the Related Content list. |
Add any attachment.
Select Submit.
Result
The new case is created and added to the Cases list. To view the case, select the link in the case creation message or select Requests > View submitted requests > View cases and tasks from the portal header, and then select the case number.
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