Consumer Service Portal changes

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Consumer Service Portal changes

    The activation of the Customer Service Household plugin enhances the Consumer Service Portal by allowing consumers to view their households and household members, as well as create cases for these members. This functionality supports consumers who belong to multiple households and enables effective case management within their households.

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    Key Features

    • Household Information: Consumers can see their primary household and the list of all households they belong to on their user profile page.
    • Household Members Access: For heads of households, a dedicated menu item lists all current household members, facilitating easy access to member details.
    • Case Creation for Members: Heads of households and authorized representatives can create cases for other household members. The case creation process automatically populates the household information based on the logged-in consumer’s status.
    • Case Management: Consumers can view all cases associated with their households and manage them by adding comments, accepting or rejecting solutions, and closing cases.

    Key Outcomes

    By utilizing the Customer Service Household plugin, ServiceNow customers can streamline household management and case handling. This leads to improved customer service experiences, as consumers can efficiently manage cases not only for themselves but also for other members of their households, leading to better resolution times and enhanced communication within households.

    Activating the Customer Service Household plugin enables you to view households and household members on the Consumer Service Portal as well as view and create cases for household members.

    Viewing multiple households on the portal

    Consumers can belong to multiple households and can have one primary household. When the Customer Service Household plugin is activated, consumers who are logged in to the Consumer Service Portal can see the following information on their user profile page:
    • The consumer's primary household in the Primary Household field.
    • The households that the consumer belongs to in the Households list.

    Viewing household members on the portal

    For consumers who are the head of household, the Support menu includes the Household Members menu item, which lists all current members of the household.

    Selecting this menu item displays a page that lists the members of the households where the logged-in consumer is the head of household.

    Creating cases for other members of a household or other consumers

    A consumer can create cases for another consumer in the following instances:
    • A consumer who is the head of a household can create cases for other members of the household.
    • A consumer who is an authorized representative for another consumer can create cases on behalf of that consumer.
    When creating a case, the head of household or authorized representative can select the household member in the Consumer field on the record producer.
    • If the logged-in consumer belongs to only one household, the household is automatically added to the case when it is submitted.
    • If the logged-in consumer belongs to more than one household, the correct household can be selected in the Household field on the record producer.
    • If the household is selected first, the consumers listed in the Consumer field are restricted to the current members of the household.
    The default selections for the Household and Consumer fields on the record producer include the primary household and the logged-in consumer.

    Viewing and updating cases on the portal

    The logged-in consumer can see the following cases on the portal:
    • All Cases: all of the cases that belong to their household or that belong to consumers with which they are an authorized representative.
    • My Cases: the cases created by the logged-in consumer.
    The head of household or authorized representative can perform the following actions for the cases that belong to their household:
    • Add comments and attachments.
    • Accept or reject a solution.
    • Close a case.

    Consumer case information

    When the Customer Service Household plugin is activated, the Ticket Fields details tab includes the Consumer field.