Key Takeaways
4 insights · 5 min readThe Enquiry/Feedback tab is the RAK ICC Agent Portal’s built-in channel for logging questions and problems — each becomes a tracked case with a number.
Choosing the correct Category and Sub Category is what routes the case to the right RAK ICC team, so it is the single most important field to get right.
You can add case comments and attachments after submitting, and both are visible to you and the RAK ICC team on the same case.
Email notifications go to the correspondence email on submission, when RAK ICC comments, and at closure — each with a link back to the case.
To raise a RAK ICC Enquiry/Feedback, open the Enquiry/Feedback tab on the Agent Portal, click Create New Enquiry/Feedback, pick the record type (Enquiry or Feedback), then set the Type, Category and Sub Category, choose the company (or your agent name), add a Subject and Description, and Submit. A case number is generated and you are tracked by email.
In this guide
What the tab is Enquiry vs feedback How to raise one Getting routing right Comments & attachments Status & notificationsWhat Is the RAK ICC Enquiry/Feedback Tab?
The Enquiry/Feedback tab is the support channel built into the RAK ICC Agent Portal, sitting in the top navigation next to Companies, Service Requests, Agent Details, Guidance and SOA. It exists so portal users — Certified Registered Agents and their staff — can log a question or report a problem and have it routed to the correct RAK ICC team, rather than chasing an answer by email or phone.
Every submission becomes a tracked case with its own number, a status, and a full history of comments and attachments. The tab’s home view lists your recently viewed cases — case number, subject, category, status and the date opened — and a dropdown lets you switch between different saved lists. Because RAK ICC runs the portal on a Salesforce back end, the experience is a standard case-management workflow: raise, comment, attach, track, close.
Expert Tip
Before you raise a case, glance at the Suggested Solutions the portal surfaces — many common questions (access, privileges, name rules) have a ready answer, and self-serving beats waiting for a reply.
Enquiry or Feedback — Which Record Type?
When you click Create New Enquiry/Feedback, RAK ICC first asks for a Record Type — Enquiry or Feedback — before you continue. The two behave the same way mechanically; the choice signals the nature of what you are raising, and both are then routed by the category you select.
| Record type | Use it for |
|---|---|
| Enquiry | A question — you need information or guidance from RAK ICC before you can proceed. |
| Feedback | A report — something is not working as expected, such as a portal error or a blocked action, that RAK ICC needs to look into. |
In practice the line is not rigid — a “I cannot raise a service request because I lack sufficient privileges” issue is often logged as Feedback with a Portal category, since it is a technical block RAK ICC must resolve. Pick the record type that best fits, then make sure the category and subcategory do the real routing work.
How Do You Raise a RAK ICC Enquiry or Feedback?
Raising a case is a single form. From the Agent Portal home page, open the Enquiry/Feedback tab, click Create New Enquiry/Feedback, choose the record type and click Continue, then complete the Enquiry/Feedback Edit screen and submit.
- Choose the Type — Enquiry or Feedback, from the dropdown.
- Set the Category and Sub Category — e.g. Portal → Technical Error, or Amendments → the relevant subcategory. This routes the case to the specific department.
- Choose the Company — select the company the case relates to, or choose your agent name if it is not tied to a specific company.
- Add Contact Name and Service Request (optional) — pick a Contact Name if your portal has more than one login, so RAK ICC knows who to reach; link a specific Service Request if the case relates to one.
- Enter a Subject and Description — a clear one-line subject and enough detail for RAK ICC to act without coming back for basics.
- Submit — click Submit, or Save & New to file this one and start another, or Submit & Add Attachment to attach a screenshot as you submit.
On submission, RAK ICC generates the Enquiry/Feedback number and redirects you to the case detail page. If you left the contact field blank, the portal takes your logged-in contact as the default, and the case records your Contact Email and Contact Mobile so RAK ICC can follow up.
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Why Do the Category and Subcategory Matter?
The Category and Sub Category are the fields that decide which RAK ICC team receives your case — RAK ICC’s own guidance stresses that a case “must be created with the right category and subcategory selection” precisely so it is routed correctly. Get them wrong and the case lands with the wrong team, adding a routing delay before anyone can help.
| Example category | Typical use |
|---|---|
| Portal | Technical problems with the portal itself — access, privileges, errors (e.g. Sub Category: Technical Error). |
| Amendments | Questions tied to a company amendment you are trying to file. |
| Miscellaneous | General queries that do not fit a specific category. |
Match the subject to the routing: if you are blocked inside a filing, that is usually a Portal / Technical Error case; if your question is about how an amendment works, an Amendments category gets it to the right desk faster. A precise category is the cheapest thing you can do to speed up a reply.
How Do You Add Comments and Attachments to a Case?
After a case is submitted you can keep the conversation on the case itself, rather than starting a new one. Both comments and attachments are visible to you and to the RAK ICC team on the same case detail page.
To add a comment, open the case and click Add Comment, type your note — for example, additional detail or a chase — and click Save. The comment then appears in the Case Comments section with your name and a timestamp.
To add an attachment such as a screenshot, click Attach File, then Choose File, then Attach File to upload it, and Done to return to the case — you can repeat the steps to add several files. The uploaded file is listed under Attachments with its name, size and who added it, and RAK ICC can open it directly.
How Do You Track Status and Email Notifications?
Every case carries a Status — typically New when raised, moving through to Closed once RAK ICC resolves it — and all your cases show their current status on the Enquiry/Feedback home list, which you can filter by choosing a different view.
You are also kept updated by email to the correspondence address on the case. RAK ICC sends a confirmation of receipt when you submit, a notification when its representative adds a comment (with an invitation to reply before closure), and a closure email setting out the resolution. Each email includes a link straight back to the case, so you can open it, read the resolution, and add a further comment if you still need clarification.
Quick reference — the case lifecycle
• Raise — Create New Enquiry/Feedback, pick record type, set category, add subject and description, Submit.
• Track — a case number is generated; status shows on the home list and updates arrive by email.
• Add detail — Add Comment or Attach File any time; both are shared with the RAK ICC team.
• Close — RAK ICC resolves the case and emails the outcome; reply on the case if you need more.
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