Navigating Customer Self-Service Portal
As an end user, you can submit your requests and track case progress by using the customer self-service portal. Irrespective of the channel from which cases are created in CSM, the system will automatically create a service request in the self-service portal for customers to monitor their case status in real time, enhancing transparency and reducing the volume of inbound status inquiries.
Use the portal to perform the following tasks:
- Create new cases for complaints, service requests, inquiries, and provide suggestions
- View case activities
- Provide feedback on a case at any stage during the case resolution process
- Reopen cases
- Close cases
Overview of Customer Self Service Portal
The following image highlights the different sections in the portal:
The following table describes the different sections in the portal:
Annotation | Section | Use |
|---|---|---|
1 | Customer Self Service Portal | Create new cases and access dashboards to gain insights on all cases.
|
2 | My Cases | View a list of cases that you created and take actions on your cases. This list helps you to stay updated about the progress of a case. |
