Navigating Customer Self-Service Portal
As an end user, you can submit your requests and track their progress by using the customer self-service portal.
Use the portal to perform the following tasks:
- Create new cases for complaints, service requests, inquiries and providing suggestions.
- View case activities
- Access knowledge articles for a case
- 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 console:
The following table describes the different sections in the console:
Annotation | Section | Use |
|---|---|---|
1 | Customer Self Service Portal | Create new cases, give feedback on cases, close or reopen cases and access dashboards to gain insights into number of cases created, reopened, closed. |
2 | My Cases | View a list of cases that you created and the associated actions. This list helps you to stay updated about the progress of a case and to access knowledge articles relevant to the case for an immediate solution. |
3 | Contract & Services/Products Details | View the contract details of a service that you have subscribed to or a product that you have purchased. Contracts may not apply to all industries; for example, telecom customers will see contracts and services related to those contract in their login, while retail customer may see order ID of the purchases made. |