Consumer Service Portal changes

  • Release version: Xanadu
  • Updated August 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 enabling users to view and manage household information and cases for household members. This feature is designed to provide a comprehensive view of household dynamics and improve case management for consumers.

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    Key Features

    • Household Visibility: Consumers can see their primary household and any additional households they belong to on their profile page.
    • Household Members Menu: For heads of households, a dedicated menu option allows for viewing all current household members.
    • Case Creation: Heads of households can create cases for other household members, while authorized representatives can create cases on behalf of another consumer.
    • Streamlined Case Management: Consumers can view all cases associated with their household or those they represent, and manage these cases directly from the portal.

    Key Outcomes

    By utilizing the Customer Service Household plugin, ServiceNow customers can expect:

    • A clearer understanding of household relationships, leading to more efficient case handling.
    • The ability to manage cases for multiple members seamlessly, improving overall customer satisfaction.
    • Enhanced oversight of case statuses and actions that can be performed on behalf of household members.

    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.