View customer success cases in the CSM portal

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • View the customer success case records or case task records on the Customer Service Management (CSM) portal.

    Antes de Iniciar

    Role required: admin

    • sn_acct_lc.customer_success_agent
    • sn_acct_lc.customer_success_customer
    • sn_customerservice.customer_case_manager

    Procedimento

    1. Use the name and password that you created during the registration process to log in to the Customer Service Portal.
      See Using the Customer Service Portal for the details.
    2. On the home page, select My Lists to view the customer success cases and case tasks.
      Depending on your user role, you can view the following lists:
      • All Success Initiatives: Available for internal users with sn_acct_lc.customer_success_agent and for customers with sn_acct_lc.customer_success_customer and sn_customerservice.customer_case_manager.

        All Success Initiatives associated with the customer engagement is displayed in the form of a list.

      • My Success Initiatives: Available for users with sn_acct_lc.customer_success_agent and sn_customerservice.customer_case_manager.

        For internal users, all the success initiative assigned to logged-in user is shown in the list.

        For customers, in the success initiatives form visible to the customer check box must be true and the logged-in user must be in the contact filter.

      • All Success Cases: Available for internal users with sn_acct_lc.customer_success_agent and for customers with sn_acct_lc.customer_success_customer and sn_customerservice.customer_case_manager.

        All the success cases associated with the customer engagement are displayed in the form of a list.

      • My Success Cases: Available for users with sn_acct_lc.customer_success_agent and sn_customerservice.customer_case_manager.

        For internal users, all the success cases assigned to logged-in user are shown in the list.

        For customers, in the success cases the form visible to the customer check box must be true and the logged-in user must be in the contact filter.

      • All Touchpoints: Available for internal users with sn_acct_lc.customer_success_agent and for customers with sn_acct_lc.customer_success_customer and sn_customerservice.customer_case_manager.

        All the touchpoint cases associated with the customer engagement are displayed in the form of a list.

      • My Touchpoints: Available for users with sn_acct_lc.customer_success_agent and sn_customerservice.customer_case_manager.

        All the touchpoints assigned to the logged-in user are shown in the list.

      Nota:
      When you search for something on the service portal, the search results are shown in separate Sources: Success Cases, Success Case Tasks, Success Initiatives, and Touchpoints.
    3. Select on the All Success Initiatives in the list.
      All the success initiatives related to the selected account are displayed.
    4. Select on a Success Initiative in the list.
      Nota:
      The Header section for the case and case tasks can be configured and you can add or remove fields as required.

      The following details are displayed for each case.

      • Header section that provides basic information about the case including case number, state, account, subject, due date, and days remaining.
      • Select the task to view additional information such as success case task, activities, and any attachments.
      • The left-hand section provides the following details:
        • General instructions: Provides a short description and a detailed case description.
        • Product information: Shows the product information.
        • Shared articles: Shows knowledge articles that have been shared with you. Select the article link to view details.
    5. Select on the All Success Cases in the list.

      All the success cases related to the selected account are displayed.

      All the activities related to the case task are displayed.

    6. Select on the All Touchpoints in the list.

      All the touchpoints related to the selected account are displayed.

      All the activities related to the case task are displayed.