Follow a customer portal question through to an answer
Plan the journey from finding a report to resolving a customer question while keeping ownership visible.
What need follows the download?
A customer has found the maintenance report but does not understand a note in it. If they must now write a new email without a link to that report, the portal’s support ends halfway through the concern. Before development, examine which recurring questions relate to documents and who can answer them.
In the fictional example below, the customer asks whether an action recommended in report REP-11 has already been completed. The planned journey has three steps. The table describes the expected outcomes of this workflow.
Step | What the customer can do | What the business must clarify |
|---|---|---|
Find the report | Open the report made available to them with the appropriate version. | Current access permission is checked; knowing a document reference is not permission. |
Ask a question | Submit and find the question linked to the report and its version. | A saved case reaches the responsible person; an acknowledgement does not claim an answer. |
Follow the answer | See the specific answer and any necessary next step. | The answer relates to the question; the owner and contact route remain identifiable. Closure follows the agreed completion criterion. |
The work behind the interface
The responsible person needs the right report and the question’s history. If the answer comes by phone, it can be recorded traceably in the same case. Establish which answer or agreed follow-up action completes the concern. An automatically assigned done status does not answer the question. Current customer permissions must also apply when displaying the answer and history.
Try this journey with suitable examples before commissioning more portal areas. Observe whether questions reach the right person, where they wait and whether customers can find the next step again. Downloads and sent acknowledgements show individual actions. Evaluating the portal also requires a traceable conclusion to each concern.
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