Difference between revisions of "Service Portal Settings"
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Revision as of 19:41, 31 October 2012
Service Portals allow for both registered users and guests.
To create a service portal:
Basic Information
- Title - Give the portal a name you'll recognize when it's displayed in a list with other portals. Required.
- 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.
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.
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.
- 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.
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.
- Header Logo - Upload your organization's logo image.
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. Always required.
- 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. Required when Cases can be submitted through the portal.