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Salesforce Selfservice Cheatsheet

Salesforce Selfservice Cheatsheet

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GETTING THE MOST FROM YOUR

SELFSERVICE AND CUSTOMER PORTALS

Summary
Salesforce portals allow your
customers to resolve their
inquiries without
contacting a customer
service representative
Customers can check their
existing cases log new
cases leverage suggested
solutions to close cases or
search for solutions

SelfService Portal Availability
Note Starting with Spring the SelfService portal isnt available for new orgs Existing orgs
continue to have access to the SelfService portal

SelfService and Customer Portal Benefits
In the SelfService and Customer Portals your customers can
Log new cases
View open and closed cases
Add comments to open cases
Upload files to open cases
Find answers by searching public solutions
Resolve cases themselves by using suggested solutions
As an administrator you can customize your companys SelfService and Customer Portals to meet your
business needs
Display your corporate branding around the portal by presenting it in your companys website using

HTML frames

Customize themes and style sheets to apply branding to the portal a pointandclick color theme
editor is available
Rename the Cases and Solutions tabs to reflect your customers preferred terminology
Choose which fields to display on the portal
Control which case comments are public
Specify the case owners who receive email notifications when users add case comments
Define autoresponse rules and email alerts that send emails to your customers such as messages
with links to relevant solutions

For More Hints
For more hints on
customizing your SelfService
and Customer Portals see
the Salesforce online help

Last updated February

Getting The Most from Your SelfService and Customer Portals

Managing Portal Users

Managing Portal Users
Portal Super Users
You can enable portal super
users who can view cases
add comments and upload
attachments for all cases
submitted by anyone in their
company

To access your companys portal your customers need

A contact record in Salesforce that is enabled for a SelfService or Customer Portal

A valid username and password for the portal

Contacts with active SelfService and Customer Portal users cannot be deleted nor can you delete accounts
associated with those contacts
To enable an individual new SelfService user click Enable SelfService on the contact To enable a new
Customer Portal user click Enable Customer Portal User on the contact
Be sure the contact has an email address which will be the default username for the portal
Select Generate new password and notify user immediately to email a
username and password to the contact The message can be customized using email templates
To enable multiple SelfService users at the same time from Setup enter Users in the Quick Find
box then select Users For information on enabling multiple Customer Portal users at the same time see

the SOAP API Developer Guide

In addition you can
Reset portal users passwords
Deactivate portal users
Use the SelfService Usage report to track cases comments and solution searches for portal users
Track your SelfService users by running contact reports that include SelfService fields
Report on the Closed by SelfService User field to see how many cases have been
closed by SelfService users via suggested solutions
Tip To help your customers answer their own inquiries using your SelfService and Customer
Portals download customize and distribute the Using the SelfService Portal tip sheet

Maintaining Your SelfService and Customer Portals
Administering SelfService and Customer Portals requires the following permissions
Updating the SelfService Portal setup requires the Manage SelfService Portal and Customize
Application permissions
Updating the Customer Portal setup requires the Customize Application permission
Managing SelfService users and Customer Portal users requires the Edit SelfService Users permission
To keep your portals uptodate you can
Update the Login page messages regularly to let users know about new products and events Also
rotate the featured solutions on your Home page

Add visual appeal to your messages using HTML email templates Use the formatting toolbar to add

a logo link or colorful text without knowing HTML

Match your companys branding by editing the color theme of the portal using the pointandclick
editor
Continue to build and refine your public solutions

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