---
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


---

# Create a product case

# Create a product case from Business Portal {#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

Create a case about a question or issue on a product from the business portal.

## Antes de Iniciar

Role required: sn_customerservice.customer, sn_customerservice.partner, sn_customerservice.customer_admin, or sn_customerservice.partner_admin, sn_acct_consumer.consumer

## Procedimento

1. Navigate to the business portal.
2. Select RequestSubmit a requestSubmit a caseSubmit a product case.
3. On the form, fill in the fields.  
   Nota:  
   Depending on your role, you might not see the Account and Contact fields.
   {#t_CreateACaseFrom-businessportal__table_czw_ftc_nr__entry__2}

   | Field | Description |
   |-|-|
   | Account | The account for which you're creating the case. |
   | Contact | The name of the customer contact for this case. |
   | Consumer | The name of the consumer for this case. Nota: This field is active only when the Customer Data Models for B2B2C plugin is installed. Once Account is selected, only consumers belonging to the account are displayed. |
   | Asset | The asset tag number or the serial number of the asset associated with this case. |
   | Product | The product model of the asset. A model is a specific version or configuration of an asset (for example, Apple Mac Book Pro). If you select an asset in the Asset field, this field is auto-populated if the associated product information is available in the asset record. A product may be associated with multiple assets. |
   | Priority | The available assigned priorities are: * 1 - Critical * 2 - High * 3 - Moderate * 4 - Low (default) {#t_CreateACaseFrom-businessportal__ul_ubl_rm5_4t} |
   | Subject | A brief description of the customer question, issue, or problem. Nota: When you start entering the subject, the application searches for relevant content in the knowledge bases configured for the portal. the results are displayed in the Related Content list. |
   | Description | A detailed description of the customer question, issue, or problem. |
   [Tabela 1. Create Case form]

   {#t_CreateACaseFrom-businessportal__table_czw_ftc_nr}  
   Nota:  
   Currently, the Save as Draft option isn't optimized for Customer Service Management portals and, it's inactive by default.
4. Select Submit.

## Resultado

The case is created, assigned a case number, and added to the creator's case list. To view this list, navigate to RequestsView Submitted requestsView Cases and tasks tab on the business portal header and select All Cases in the left pane.