Service Portal Settings

About the Service Desk

The Service Desk allows for both registered users and guests. The features that different users can access depends on the configuration choices you make here.

Customizing the Service Desk

To customize the Service Desk:

1. > Customize > Service Portal > Service Desk
2. Fill in the information below
3. Click [Save]

Basic Information

• Title - Change the portal name if you like, or leave it as "Service Desk". (It's only displayed internally.)
• Description - Describe the audience or product the portal is intended for, and how it will be used.
• Active - Check this box to make the portal usable. Clear it to disable the portal without removing it.

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 - Change the Team that portal users belong to, or leave it set to the default Service Portal Users Team.

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

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

• 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.

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.

Branding

• Header Logo - Upload your organization's logo image.
  • Standard logo size is 98 pixels wide by 24 pixels high
  • Realistic maximum size is __TBD__ pixels wide by __TBD__ pixels high
• 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.

Email Templates

Click on these templates to customize them, or use them as they are:

• 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.