Customer Service Cases list
The Cases list displays a list of customer service cases for the current user.
Users with the sn_customerservice_agent or sn_customerservice_manager
roles can view the Cases list in the Customer Service Management
application. The default view of the Cases list includes the
following columns:
- Number
- Short description
- Contact
- Account
- Channel
- State
- Priority
- Assigned to
- Updated
- Case Report (add a column to access this table if needed)
External customers can view a list of cases from the customer portal. For
external users with the sn_customerservice.customer or
sn_customerservice.customer_admin roles, the Cases list displays a
subset of case information, including:
- Number
- Short description
- Product
- Priority
- State
- Updated
Cases displayed in the Case list by user role
The cases included in the Case list are determined by user role.
| User Role | Cases Included in Case List |
|---|---|
| Internal roles | |
| sn_customerservice.customer_admin | All cases |
| sn_customerservice_manager | All cases |
| sn_customerservice_agent | All cases |
| External roles | |
| sn_customerservice.customer_admin |
Hinweis: A contact relationship enables a contact
with the customer role or customer admin role to
manage the account for which the contact
relationship has been established. |
| sn_customerservice.customer |
|
| sn_customerservice.partner_admin |
|
| sn_customerservice.partner |
|