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Customer Community - Case Management

Customer Community - Case Management

This article provides an overview of case management view in customer community.  Please follow the steps in How to Mimic a User View to log into community as the customer.

NOTE: Please remember that any changes made to cases (adding comment, submitting new case, closing case, reopening case) while logged in as the customer will reflect on the cases as being done by the customer.

 

  1. Navigate to Get Support > My Cases:
    aryan_0-1581028305561.png

  2. The default filter is all cases submitted by the currently logged in contact that are in open status.  To customize which cases are displayed, please click Filter:
    aryan_1-1581028645899.png

  3. Filter by Status:
    aryan_2-1581028763623.png

  4. Filter by Product/Version (values based on the cases in current My Cases list, ie if My Cases is empty, Product/Version will have no values to filter by):
    aryan_3-1581029268762.png
    aryan_4-1581029289506.png

  5. Filter by All Company Cases, to view cases submitted by contacts under the same account:
    aryan_5-1581029613319.png
  6. Filter by Submitted Since:
    aryan_6-1581029663374.png

  7. Filter by Keyword:

    aryan_7-1581029700829.png

  8. Apply Filters or Clear My Filters:
    aryan_8-1581029747107.png

     



 

 

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Last update:
‎Feb 06, 2020 04:56 PM
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