Introduction
The Case query feature allows a user to submit a query in the portal for a particular case without the need for a separate e-mail or phone call. This feature can be accessed from anywhere the Case Details view can be accessed in the portal.
Case query submission
To utilize this feature, click the ‘Case query’ button in the top right corner of the screen.
The ‘Case query’ window will then appear. A user must enter their query in the ‘Your query’ box, which is a
mandatory field, as noted by the asterisk *. This field allows a user to enter up to 1000 characters.
A user can also cc recipients on their query by adding up to ten e-mail addresses in the corresponding field. It is important to note that a user will not be able to export their Case query after submission, so it is advisable to include the user’s e-mail address in the ‘CC Recipients’ field.
Further, they can include one or more attachments up to 3 MB in total size for the Operations team to review along with their query. If a user attempts to upload a file that exceeds 3MB, an error message will appear.
A user may click the ‘Cancel’ button to return to the case details view. Otherwise, they can click the ‘Submit’ button to submit their query. Once they click ‘Submit’, a ‘Request submitted’ message will appear. It will note the one-business day Service Level Agreement (SLA) to process the query.
If the user chose to cc recipients on their Case query, the following e-mail will be triggered.
The Operations team will then process the request and contact the customer accordingly.