Web-based portal features

The web-based portal home pages have several useful features including a header with links, a search feature, and information sources such as the knowledge base and community.

Customer Service Portal header

The header on the Customer Service Portal home page includes several useful customer links.

Table 1. Customer Service Portal header
Item Description
Create Case Opens a Create Case form.

If the Customer Service Management for Orders plugin (com.snc.csm.order) is installed, customers can choose to create cases for products or orders.

Cases Opens a list of cases belonging to the current user.
For users with the sn_customerservice.customer or sn_customerservice.customer_admin roles, this list includes the following columns:
  • Case
  • Product
  • Priority
  • State
  • Updated
For users with the sn_customerservice.partner or sn_customerservice.partner_admin roles, the Account column is also displayed.
Assets Opens a list of assets belonging to the current user's account.
Contacts Opens a list of contacts belonging to the current user's account. This item is available in the header with the sn_customerservice.customer_admin and sn_customerservice.partner_admin roles.
Approvals Opens a list of registration requests. This item is available in the header for users with the sn_customerservice.customer_admin role.
Publications Opens a list of publications available for customers. This item is available in the header when the Targeted Communications plugin (com.sn_publications) is activated.
Notifications Lists the items that require action in a dropdown menu, including cases awaiting additional information, resolved cases awaiting customer response, portal registration requests, and unread publications. This link appears only when customer action is required.
Live Chat Initiates a chat session with a customer service agent.
[Current user name] Provides a menu with the following options:
  • Profile:
  • Logout: logs out the current customer.
Redirects to the contact information for the current user.

Consumer Service Portal header

The header on the Customer Service Portal home page includes several useful customer links.

Table 2. Consumer Service Portal header
Item Description
Get Help Opens a form in which the consumer can enter a subject, select a product, and submit a request for assistance.
Cases Displays a list of cases belonging to the current consumer. This list includes the following columns:
  • Number
  • Short description
  • Priority
  • State
  • Updated
Products Provides a menu with the following options:
  • Register Product: opens a form for registering a new product.
  • My Products: displays a list of products belonging to the consumer.
Publications Opens a list of publications available for consumers. This item is available in the header when the Targeted Communications plugin (com.sn_publications) is activated.
Live Chat Initiates a chat session with a customer service agent.
[Current consumer name] Provides a menu with the following options:
  • Profile: opens the user profile form.
  • Logout: logs out the current consumer.

Portal search

Customers and consumers can use the search feature on the web-based portal home page to search for information related to one or more keywords. The search feature is located directly below the portal header. Enter one or more keywords in the search field and click Search or press the Enter key. The search results page returns information from several sources, including the knowledge base and the community.

For the Customer Service Portal, the search results can also include related cases. The cases returned in the search results depend on the user role.
Role Cases Returned
sn_customerservice.customer Cases created by this user, as well as cases created on behalf of this user by the customer administrator, partner, or partner administrator.
sn_customerservice.customer_admin Cases created by this user, cases created on behalf of this user by the partner administrator, and cases related to this user's account.
sn_customerservice.partner Cases created by this user, as well as cases created on behalf of this user by the partner administrator. Results also include any related cases belonging to this partner's customer accounts.
sn_customerservice.partner_admin Cases created by this user, cases created for the partner's account, and any related cases belonging to this partner's customer account.

Portal information sources

The main section of the web-based portal home page provides information from, and links to, the knowledge base, the community, and the customer support organization.

The Knowledge section displays a list of the top knowledge articles. Click an article to display the information or click the section header to access the Knowledge home page. From here, you can select a knowledge base category and browse the related articles.

The Ask the Community section displays trending community topics. Click a topic to display the information or click the section header to post a question to the community.

The Get Help section displays a list of the most viewed articles. Click an article to display the information or click the section header to create a new case.

Note: By default, the information in the knowledge base is available to internal and external users. If necessary, access to knowledge base topics can be limited to internal users.