AgileApps Support Wiki

Difference between revisions of "Service Portal Settings"

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Service Portals allow for both ''registered users'' and ''guests.''
<noinclude>__NOTOC__</noinclude>
{{Note|For a sandbox tenant, only the '''Branding''' section is supported. Changes made to other sections are not applicable. Updates made to Branding section become applicable only post login.}}


To create a service portal:
====Basic Information====
# '''[[File:GearIcon.png]] > Customize > Service Portal > [New Service Portal]'''
:* '''Title -''' Change the portal name if you like, or leave it as "{YourCompanyName} Support Portal". (It's only displayed internally.)
#:
:* '''Service Portal Domain-''' Displays the domain portion of the URL that customers will use to access the service portal.
# '''''Basic Information'''''
 
#* '''Title -''' Give the portal a name you'll recognize when it's displayed in a list with other portals
====Portal Features====
#* ''Description -'' Describe the audience or product the portal is intended for, and how it will be used.
:* '''Community -''' Allow registered portal users to interact with each other.
#*: This information is especially helpful when there are multiple portals.
:* '''Knowledge Base -''' Allow registered portal users to access articles published in your Knowledge Base.
#* ''Active -'' Check this box to make the portal usable. Clear it to disable the portal without removing it.
:* '''Case Submissions -''' Allow portal users to submit new cases using the Support Portal, and view cases that they have submitted.
#* ''Portal Login URL -'' The URL is generated when the portal is created.
 
#*: This is the URL you will put into your emails and websites.
====Cases and Case Type Forms====
#* ''Logout URL -'' The URL that guests will go to after they logout.
This section is enabled when the '''Case Submissions''' option is selected, above.
#*: Typically, this is a page on your organization's website.
 
#*: Defaults to {{TBD|}}
For Cases, and for any specialized [[Case Types]] that have been defined, specify:
#* ''Solution Category -'' Specify the category that will be used when searching the knowledge base for relevant information. (Support staff will do that sort of search, whether or not the Knowledge Base is available to external users.)
:* '''Authenticated User Form'''
#:
:*: The form used by registered portal users who have logged in.
# '''''Portal Features'''''
:*: When '''Do not show Form''' is selected, that kind of Case cannot be created.
#* ''Community -'' Allow registered portal users to interact with each other.
 
#* ''Knowledge Base -'' Allow registered portal users to access articles published in your Knowledge Base.
:* '''Unauthenticated Guest User Form'''
#* ''New Case Submission -'' Allow registered portal users to submit new cases using the Service Portal.
:*: The form used by customers who are not registered or who have not logged in.
#* ''Add Registered Users to Team -'' Optionally, choose a team for portal users to belong to.
:*: When '''Do not show Form''' is selected, that kind of Case cannot be created.
#*: This choice can become useful later, when you set up [[Team Data Sharing Policies]]
 
#*: {{TBD|Is that true? How will it be used?}}
:* '''Display Name -''' The form title, and the name used to select the case type to create.
#*: 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.  
<span id="self-register"></span>
#:
 
# '''''Guest Features'''''
====User Registration====
#* ''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.  
:* '''Add Registered Users to Team -''' Use the default '''Service Portal Users Team'''.
#*: Select this option to expedite future email communications.
:* '''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.
#:
::''Learn more:'' [[Self Registration]]
# '''''Branding'''''
 
#* ''Header Logo -'' Upload your organization's logo image.  
====Guest Features====
#*: Recommended size: {{TBD|}}
:* '''Allow Guests to Access Community -''' Otherwise, registration is required to engage.
#* ''Web Site URL -'' Enter the URL the users go to when they click on your logo.
:* '''Allow Guests to Access Knowledge Base -''' Otherwise, registration is required to view articles.
#*: Typically, this is the organization's web site.
:* '''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.  
#* ''Favicon -'' Upload a {{^favicon}} image.
:*: Select this option to expedite future email communications.
#*: This small image 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.
{{Note|Guest users are supported only when the KB or Community features are enabled. Otherwise, users are required to register in order to file a case.}}
#* ''Page Background Color -'' Select a background color for the page.
 
#:
====Branding====
# '''''Email Templates'''''
:* '''Header Logo -''' Upload your organization's logo image.  
#* ''Invitation Email -'' Use this template when sending someone an invitation to use the Service Portal.
:** Standard logo size is 98 pixels wide by 24 pixels high
#* ''Case Response Email -'' This template is used when an agent sends a message to customer.  
:** Realistic maximum size is up to 600 pixels wide by 32 pixels high
#*: 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.
{{Tip|At 28 pixels high, only simple images or stylized text are readable.}}
#* ''Auto Acknowledgement Email -'' This template is used to acknowledge receipt of a case submitted through the portal.
:* '''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.
:* '''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.
<noinclude>
 
[[Category:Service Portal]]
</noinclude>

Latest revision as of 12:40, 6 January 2020

Notepad.png

Note: For a sandbox tenant, only the Branding section is supported. Changes made to other sections are not applicable. Updates made to Branding section become applicable only post login.

Basic Information

  • Title - Change the portal name if you like, or leave it as "{YourCompanyName} Support Portal". (It's only displayed internally.)
  • Service Portal Domain- Displays the domain portion of the URL that customers will use to access the service portal.

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.
  • Case Submissions - Allow portal users to submit new cases using the Support Portal, and view cases that they have submitted.

Cases and Case Type Forms

This section is enabled when the Case Submissions option is selected, above.

For Cases, and for any specialized Case Types that have been defined, specify:

  • Authenticated User Form
    The form used by registered portal users who have logged in.
    When Do not show Form is selected, that kind of Case cannot be created.
  • Unauthenticated Guest User Form
    The form used by customers who are not registered or who have not logged in.
    When Do not show Form is selected, that kind of Case cannot be created.
  • Display Name - The form title, and the name used to select the case type to create.

User Registration

  • Add Registered Users to Team - Use 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.
Learn more: Self Registration

Guest Features

  • Allow Guests to Access Community - Otherwise, registration is required to engage.
  • Allow Guests to Access Knowledge Base - Otherwise, registration is required to view articles.
  • 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.

Notepad.png

Note: Guest users are supported only when the KB or Community features are enabled. Otherwise, users are required to register in order to file a case.

Branding

  • Header Logo - Upload your organization's logo image.
    • Standard logo size is 98 pixels wide by 24 pixels high
    • Realistic maximum size is up to 600 pixels wide by 32 pixels high

Thumbsup.gif

Tip: At 28 pixels high, only simple images or stylized text are readable.

  • 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.
  • 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.
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