Create a product case from Business Portal

task brazil Updated Sep 10, 2026 1 min read t_CreateACaseFrom-businessportal.md

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

Before you begin

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

Procedure

Navigate to the business portal.
Select Request > Submit a request > Submit a case > Submit a product case.
On the form, fill in the fields.

Note: Depending on your role, you might not see the Account and Contact fields.

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. Note: 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)
Subject	A brief description of the customer question, issue, or problem.Note: 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.

**Note:** Currently, the **Save as Draft** option isn’t optimized for Customer Service Management portals and, it’s inactive by default.

Select Submit.

Result

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

Chat with an agent from the Business Portal

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---
title: Create a product case from Business Portal
description: Create a case about a question or issue on a product from the business portal.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/t\_CreateACaseFrom-businessportal.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use Business Portal, Customer communication, Use, Customer Service Management]
---

# Create a product case from Business Portal

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

## Before you begin

Role required: sn\_customerservice.customer, sn\_customerservice.partner, sn\_customerservice.customer\_admin, or sn\_customerservice.partner\_admin, sn\_acct\_consumer.consumer

## Procedure

1.  Navigate to the business portal.

2.  Select **Request** &gt; **Submit a request** &gt; **Submit a case** &gt; **Submit a product case**.

3.  On the form, fill in the fields.

    **Note:** Depending on your role, you might not see the **Account** and **Contact** fields.

<table id="table_czw_ftc_nr"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Account

</td><td>

The account for which you’re creating the case.

</td></tr><tr><td>

Contact

</td><td>

The name of the customer contact for this case.

</td></tr><tr><td>

Consumer

</td><td>

The name of the consumer for this case. **Note:** 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.

</td></tr><tr><td>

Asset

</td><td>

The asset tag number or the serial number of the asset associated with this case.

</td></tr><tr><td>

Product

</td><td>

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.

</td></tr><tr><td>

Priority

</td><td>

The available assigned priorities are:-   1 - Critical
-   2 - High
-   3 - Moderate
-   4 - Low \(default\)


</td></tr><tr><td>

Subject

</td><td>

A brief description of the customer question, issue, or problem.**Note:** 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.

</td></tr><tr><td>

Description

</td><td>

A detailed description of the customer question, issue, or problem.

</td></tr></tbody>
</table>    **Note:** Currently, the **Save as Draft** option isn’t optimized for Customer Service Management portals and, it’s inactive by default.

4.  Select **Submit**.


## Result

The case is created, assigned a case number, and added to the creator's case list. To view this list, navigate to **Requests** &gt; **View Submitted requests** &gt; **View Cases and tasks** tab on the business portal header and select **All Cases** in the left pane.

**Related topics**  


[View or modify a case from the Business Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/t_ViewOrModCaseFrom-businessportal.md)

[Chat with an agent from the Business Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/t_StartAChatWithAnAgent-business-portal.md)