Difference between revisions of "Service Portal Settings"
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====Portal Features==== | ====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 Service Portal. | :* '''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. | :* '''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]] | :*: This choice can become useful later, when you set up [[Team Data Sharing Policies]] | ||
:*: {{TBD|Is that true? How will it be used?}} | :*: {{TBD|Is that true? How will it be used?}} | ||
:*: Typically, you'll choose the default '''Service Portal Users Team''' | :*: 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. | :* '''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==== | ====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. | :* '''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. | ||
====Branding==== | ====Branding==== | ||
:* ''Header Logo -'' Upload your organization's logo image. | :* '''Header Logo -''' Upload your organization's logo image. | ||
:** Standard logo size is 98 pixels wide by 24 pixels high | :** Standard logo size is 98 pixels wide by 24 pixels high | ||
:** Realistic maximum size is {{TBD|}} pixels wide by {{TBD|}} 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. | :* '''Web Site URL -''' Enter the URL the users go to when they click on your logo. | ||
:*: 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. | :* '''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. | ||
====Email Templates==== | ====Email Templates==== | ||
Click on these templates to customize them, or use them as they are: | 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. | :* '''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. | :* '''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. | :*: 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. | ||
Revision as of 21:34, 31 October 2012
Service Portals allow for both registered users and guests.
To create a service portal:
> Customize > Service Portal > Service Desk- Fill in the information below
- 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 - 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.
- 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.
- Header Logo - Upload your organization's logo image.
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.