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Customer Self Service Portal

A customer can use the self-service portal to communicate with your company and raise complaints, service requests, inquiries, and provide suggestions. 

By using this portal, the customer can:

  • Create new cases 
  • View case activities
  • Access Knowledge-base articles
  • Provide feedback on cases at any stage during a case resolution process
  • Reopen cases 
  • Close cases

The following image shows the customer self service portal:

Screen Shot 2022-10-27 at 1.21.45 PM.png

Overview of the Customer Self Service Portal 

The following image shows the different UI elements at the top of the console:

Screen Shot 2022-10-27 at 1.23.23 PM.png

The following table describes the UI elements on the console:

UI element

Description

New Case

This option enables the customer to create new cases. 

To create a new case, perform the following steps: 

  1. Click New Case.
  2. In the panel displayed, complete the following fields: 
    • Case Requester—Select the name of the person raising the case.   
    • Case Template—Based on the issue, select the case template. 
    • Additional Information—Answer the questions that appear. 
    • Description—Enter the problem description. 
    • Contract ID—Select the Contract ID from the Contract ID grid. 
    • Impacted Service—Select the service that is impacted. 
  3. Click Submit.
    The case is successfully created and submitted to the relevant group for investigating and resolving. 

Feedback

This option allows the customer to provide their feedback on any case at anytime during the case journey. 

To provide feedback, perform the below steps: 

  1. Select the relevant case. 
  2. Click Feedback.
  3. In the panel displayed, enter your feedback in the Description text box.
  4. Click Update.
    The feedback is visible in the Activity table. 

Close Case

If the customer gets a resolution for the issue, they can use this option to close the case.

To close a case, perform the below steps: 

  1. Select the relevant case. 
  2. Click Close Case.
  3. In the panel displayed, enter the reason in the Description text box.
  4. Click Close.
    The case is now closed and is visible in the Activity table. 

Reopen Case

If the customer is not satisfied with the resolution for the issue, they can use this option to reopen the case.

To reopen a case, perform the below steps: 

  1. Select the relevant case. 
  2. Click Reopen Case.
  3. In the panel displayed, enter the reason in the Description text box.
  4. Click Reopen.
    The case is now reopened and is visible in the Activity table. 

My Cases

The following image shows the a list of customer cases, case activities and knowledge base articles.

Screen Shot 2022-10-27 at 2.12.23 PM.png

In this section, the customer can view a list of cases created and the activities taken on that case. This helps the customer to stay updated about the progress of the case and get access to relevant knowledge articles for immediate solutions.

The customer can also submit a survey by performing the following steps:

  1. Select the relevant case. 
  2. Click Submit Survey.
  3. In the panel displayed, answer the case based questions. 
  4. Click Submit Survey.
    The survey is successfully submitted. 

Contract & Services/Products Details

The following image shows the a list of contracts, services and details related to it. 

Screen Shot 2022-10-27 at 2.50.41 PM.png

In this section the customer can view all contract details for the services subscribed.

 

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BMC Helix Customer Service Management 25.2