Using the Customer Service Portal
Search for information about a question or an issue, or request assistance from a customer service agent.
Your Customer Service Management Service Portal activity usually begins on the homepage. Organizations usually customize their landing pages, and logged-in users often see different information than users who are not logged in.
Note: If any active outages exist for your install base, they are displayed on the homepage.
Note: A new customer service portal experience is available on the business portal. For details, see Using the Business Portal.
From the Customer Service Portal homepage, you can access and use the following features:
| UI component | Description |
|---|---|
| Knowledge | Clicking Knowledge on the header or the main page takes you to the Knowledge homepage. You can search the knowledge base or view a list of top-rated or most viewed knowledge base articles. |
| Requests | Displays all your requests. You can also request items and services from the catalog. |
| My Lists | Lists all your cases. |
| Case | Provides access to all cases and quick links to create a product or order case. |
| Support | Navigate to appointments, contacts, work orders, install base, and other quick links.The list view of the Install Base items provide details related to customers like account and contact. |
| Notification | Displays notifications sent for resolved cases, cases awaiting information, publications, and approvals. |
| Tours | View a tour for additional guidance on how the Customer Service Management application works. Your administrator determines whether tours appear on pages. |
| Live Chat | Click Live Chat to chat with a virtual agent or a customer service agent. |
| Callback request | Request a callback when the wait time to reach agents is long or agents are unavailable. |
| Profile menu | Click your profile photo to either view your profile or log out. |
| Search | Enables you to search. Either enter a keyword to use the type-ahead search or enter one or more words to view all search results. |
| Ask the Community | Provides access to the Community homepage where you can ask questions and get answers fast, connect with people who share similar expertise, and join forums and participate in discussions. |
| Get help | Click Get help to make a request or report a problem by opening a case. |
| Request something | Request items and services from the catalog. |
| Most viewed articles | View a list of the most viewed articles. |
| Featured articles | View featured Community content. |
| Most useful articles | View the most useful knowledge articles based on the usage count of the articles. |
| The following components are available if you have installed the Communities application: | |
| Recent solved discussion | View a list of recently solved discussions. |
| Recent community blog | View a list of recently published community blogs. |
| Community featured content | View a list of featured community content. |
Note: You can view the metadata for each entry in the widgets, such as the number of views, number of days from the time the article or feature was published, and rating for the article.
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