Accept or reject a case solution from the Consumer Portal

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

    • Accept or reject a proposed case solution from the Consumer Portal.

    Antes de Iniciar

    Role required: sn_customerservice.consumer

    Por Que e Quando Desempenhar Esta Tarefa

    When an agent proposes a solution, buttons to accept or reject it appear in the consumer actions section of the form.

    Procedimento

    1. Log in to the Consumer Portal.
    2. Navigate to Requests > View submitted requests > View cases and tasks in the portal header to view a list of cases.
    3. Select Action Needed.
    4. Select any case to view more information about the case.
    5. Select one of the following from Actions.
      OpçãoDescrição
      Accept Solution Accepts the solution proposed by the agent and changes the case state to Closed.
      Reject Solution Rejects the solution proposed by the agent after entering the reason for rejecting the solution. The case state changes to Open state.