Difference between revisions of "Service Portal Settings"

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To set up the Support Portal:
{{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.}}
# '''[[File:GearIcon.png]] > Customize > Service Portal > Support Portal'''
 
# Fill in the information below
# Click '''[Save]'''
:''Learn more:'' [[Support Portal|About the Support Portal]]
<blockquote>
====Basic Information====
====Basic Information====
:* '''Title -''' Change the portal name if you like, or leave it as "{YourCompanyName} Support Portal". (It's only displayed internally.)
:* '''Title -''' Change the portal name if you like, or leave it as "{YourCompanyName} Support Portal". (It's only displayed internally.)
:* '''Description -''' Describe the audience or product the portal is intended for, and how it will be used.
:* '''Service Portal Domain-''' Displays the domain portion of the URL that customers will use to access the service portal.
:* '''Active -''' Check this box to make the portal usable. Clear it to disable the portal without removing it.


====<span id="self-register">Portal Features</span>====
====Portal Features====
:* '''Community -''' Allow registered portal users to interact with each other.
:* '''Community -''' Allow registered portal users to interact with each other.
:* '''Knowledge Base -''' Allow registered portal users to access articles published in your Knowledge Base.
:* '''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 Support Portal.
:* '''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.
 
<span id="self-register"></span>
 
====User Registration====
:* '''Add Registered Users to Team -''' Use the default '''Service Portal Users Team'''.
:* '''Add Registered Users to Team -''' Use the default '''Service Portal Users Team'''.
::* This choice separates portal users from all other {{HD}} users
::* It also takes advantage of the default [[Service Portal Data Sharing Policy]], which allows cases created by portal users to be accessed by internal users.
:* '''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.
:* '''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]]
::''Learn more:'' [[Self Registration]]


====Guest Features====
====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.  
:* '''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.
:*: Select this option to expedite future email communications.
{{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====
====Branding====
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:*: Typically, this is the organization's web site.
:*: 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.
:* '''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.
:* '''Page Background Color -''' Select a background color for the page.


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:*: 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.
:*: 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.
:* '''Auto Acknowledgement Email -''' This template is used to acknowledge receipt of a case submitted through the portal.
</blockquote>
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[[Category:{{HD}}]]
[[Category:Service Portal]]
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</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.