Service Portal Settings

Service Portals allow for both registered users and guests.

To create a service portal:

1. > Customize > Service Portal > [New Service Portal]

2. Basic Information
   • Title - Give the portal a name you'll recognize when it's displayed in a list with other portals
   • Description - Describe the audience or product the portal is intended for, and how it will be used.

     This information is especially helpful when there are multiple portals.

   • Active - Check this box to make the portal usable. Clear it to disable the portal without removing it.
   • Portal Login URL - The URL is generated when the portal is created.

     This is the URL you will put into your emails and websites.

   • Logout URL - The URL that guests will go to after they logout.

     Typically, this is a page on your organization's website.

     If not specified, the user goes to the default page: __TBD: URL__

   • Solution Category - Specify the category to use when searching the knowledge base.

     Support staff will do that sort of search, whether or not the Knowledge Base is available to external users.

3. Portal Features
   • Community - Allow registered portal users to interact with each other.
   • Knowledge Base - Allow registered portal users to access articles published in your Knowledge Base.
   • New Case Submission - Allow registered portal users to submit new cases using the Service Portal.
   • Add Registered Users to Team - Optionally, choose a team for portal users to belong to.

     This choice can become useful later, when you set up Team Data Sharing Policies

     __TBD: Is that true? How will it be used?__

     Typically, you'll choose the default Service Portal Users Team

   • Allow Users to Self Register - Allow someone who visits your portal to register themselves. Leaving this box unchecked means that only users who receive an invitation can become registered users.

4. Guest Features
   • Create New Contact for Unmatched Email Address - When a guest user supplies an email address that doesn't match an existing Contact, create a new entry with that address.

     Select this option to expedite future email communications.

5. Branding
   • Header Logo - Upload your organization's logo image.

     Recommended size: __TBD__

   • Web Site URL - Enter the URL the users go to when they click on your logo.

     Typically, this is the organization's web site.

   • Favicon - Upload a small favicon image that displays in the browser's address bar, in bookmarks, and in browser tabs.
   • Mobile Logo - Upload an image that will be seen by users who access the portal over a mobile device.
   • Page Background Color - Select a background color for the page.

6. Email Templates
   • Invitation Email - Use this template when sending someone an invitation to use the Service Portal.
   • Case Response Email - This template is used when an agent sends a message to customer.

     Different portals will use different templates, so that each template can contain logos and links that are appropriate for the product or service supported through that portal.

   • Auto Acknowledgement Email - This template is used to acknowledge receipt of a case submitted through the portal.