--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # View a list of questions and create a case # View a list of questions and create a case {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura View questions that can potentially be converted to cases, the community portal provides a page with a list of questions created by contacts or consumers. ## Antes de Iniciar Role required: sn_customerservice_manager, sn_customerservice_agent, sn_customerservice.consumer_agent, sn_communities.admin, or proxy_case_creator ## Por Que e Quando Desempenhar Esta Tarefa This page displays questions from the forums to which the user has access. ## Procedimento 1. From the community portal, select CommunityQuestions to Case to open the list of questions. This list includes questions that have been posted by a contact or a consumer and for which a case has not yet been created. 2. Use the filters on this page to filter the question list: * View questions for all forums or for the selected forum * View questions posted within the selected time frame: 7, 15, or 30 days * Sort by the most recent questions or older questions * Sort by the question status: all, solved, unsolved, or unreplied {#case-mgmt-integration-view-list__ul_sfq_tjm_3bb} 3. To create a case from one of the questions in the list, select a question to open the question page. 4. Select the overflow icon (...) and then select Create Case to open a Create Case form. The Create Case action is available if a case has not yet been created from a question. Once a case has been created, this action is no longer available. Nota: The Create Case option is available for the question posted by an external user. Information from the question is mapped to the fields on the case. 5. Enter any additional information in the fields on the Create Case form. For example, add Description for the case. 6. If necessary, attach a file to the case. 7. Select Submit. You are returned to the question content page. The case number appears in the question header after the case is created. The question author, the customer service agent or consumer service agent, or any user with the proxy_case_creator role can see the case number. The contact or consumer who posted the question can also view the case by navigating to My Cases on the Customer Service Portal or Consumer Service Portal. **Conceitos relacionados** * [Community homepage features for logged in users](https://servicenow-prod.fluidtopics.net/bRJdg~xeR3vTo_3vWtWyNA "Your community activity usually begins on the community homepage. If you are a logged in user, you see different information than non-logged in users. Your organization can customize the homepage.") * [Navigating the activity feed](https://servicenow-prod.fluidtopics.net/enKvgP7oKfe_pHliH_hY6Q "The activity feed provides a central place for community users to view information and interact. It lists the most recent activity in the community based on your network, posts, and subscriptions. You can reply, comment, and give feedback directly from the activity feed.") * [Navigating the forum homepage](https://servicenow-prod.fluidtopics.net/PbByHkRawFbBBsO~wQTi1Q "While in a forum, you can navigate the forum homepage and perform tasks, such as posting content.") * [Community homepage features for non-logged in users](https://servicenow-prod.fluidtopics.net/8KyrL9l4zLbLUyrPG0wM5g "Your community activity usually begins on the Community homepage. If you are a non-logged in user, you see different information than logged in users. Your organization can customize the homepage.") * [Community subscriptions](https://servicenow-prod.fluidtopics.net/khZZ5qxaEmZAQw7xovXpHQ "Using subscriptions, you can choose specific areas of interest. Your activity feed and notifications are personalized according to your subscriptions.") * [Gamification](https://servicenow-prod.fluidtopics.net/ZKtLqE1KDsM~zUI8_BEXrw "Encourage users to participate and contribute content in the community by providing incentives in the form of points, achievement levels, and badges.") **Tarefas relacionadas** * [Self-register to a community](https://servicenow-prod.fluidtopics.net/l3btdKiITFJGUzuIx4r2cw "Once you have accessed a public forum and decided to join the community, you can self-register by signing up and accepting the community Terms and Conditions.") * [Search the community](https://servicenow-prod.fluidtopics.net/8kLjGxRP9xXWlNGluXwOHg "Enter a keyword to use the type-ahead search on the Community homepage or enter one or more words to view all search results.") * [Use a community profile](https://servicenow-prod.fluidtopics.net/aaGYah~BGrNDld4MfWybLQ "The community profile displays an overview of a user's personal information as well as their contributions, network, achievements, expertise, and events they are attending. You can view and edit your own profile. You can also view another user's profile and perform actions, such as following them or reporting inappropriate content.") * [Request membership to a forum](https://servicenow-prod.fluidtopics.net/~B8IpVKU3HmE0Bgjnet1lQ "You must be a registered member of the community to request membership to a forum that is marked for membership only.") * [Accept an invitation to join a forum](https://servicenow-prod.fluidtopics.net/vV1fRe11tE2aGabboG3FJw "An invitation to join a forum is sent as an email message. The method that you use to accept an invitation depends on whether you are a registered community user.") * [Post and respond to content in the community](https://servicenow-prod.fluidtopics.net/CBR3oR6p821fs4p8rrb9fQ "Post and respond to content in the community to get answers or share information.") * [Report inappropriate community content](https://servicenow-prod.fluidtopics.net/fkc~57NejZT7BBom4LLUag "Report content to alert community moderators that the content is inappropriate or spam.") * [Add featured content in a community](https://servicenow-prod.fluidtopics.net/n9d2mEzmLTmiPA2OMs_fRw "Add or edit featured content in a community to appear in the Featured Content section on the community homepage, forum homepage, or both.") * [Email a community user](https://servicenow-prod.fluidtopics.net/Zohv1rlkqkPIMSnlrAovwQ "Send a private message to a community user directly from the community.")