General
What is a Role and how is it Useful?
Roles enable you to set up your organization-wide hierarchy such that users at higher hierarchy can always access all the records of lower hierarchy. For example, Team leaders can access all the Support Agent records where as Support Agent can access ...
How can I restrict Support Agents to view only their request?
You can restrict Support Agents to view only their records/requests. To restrict requests & records, you have to first setup your organization Role Hierarchy. For example, Team leaders can access all the Support Agents records where as Support Agents ...
What does Share Data with Peers mean under Roles?
When you enable this option, Support Agents in same role can access each other data/requests.
How do I re-name Role or delete the Role?
To re-name or delete a Role, Goto Setup > Admin Settings > Roles > Move your mouse pointer over Role and select Edit or Delete option. Refer Roles for more help.
I'm unable to create Roles & Profiles
Please make sure you have added two or more Support Agents in your organization account. Goto Setup > Admin Settings > Support reps >add another rep, so that options like Roles, Profiles, Groups show ups automatically.
Is it possible to show the field but dis-able edit access for that field
No, currently it is not possible. You can make the field either visible or in-visible. To hide/show fields, Goto Setup >Admin Settings > Field level security >select profile & module to hide/show fields For More refer Field Level Security.
Is it possible to change my Portal URL?
Yes, you can change your Portal URL. Goto Setup > Admin Settings >Change Portal URL and re-name the portal
Accidently Deleted Requests. How to Re-store?
You can restore records from Re-cycle Bin, Goto Setup >Admin Settings >Recycle Bin.
How to de-activate a Customer Portal User?
To de-activate Customer Portal User, Goto Setup > Customer Portal Settings > Customer Portal Users. The list of Portal Users who have been added would be displayed. Select the user you intend to de-activate and click Deactivate Portal User.
Can I restrict departments for Customer Portal Users?
No, it is not possible to restrict a particular Departments for selected Customer Portal users. Once a Department is made "Public", all Customer Portal users can access that particular Department.
How do I join a portal user to my organization customer portal?
Once you have created a new "Portal User" (Goto Setup--->Customer Portal Settings--->Customer Portal Users), an invitation e-mail would be sent to the Portal User with a confirmation link. When the Portal User confirms by accessing the link, they can ...
Can a Portal user see requests submitted by other users from the same Organization?
No, currently it is not possible for a Portal User to view Requests related to other customers. However, a portal user can add requests and track his/her request status in customer portal. For more refer Portal User Action
How do I customize Customer Portal home screen?
You can completely customize your Customer Portal Home screen by adding Widgets and Sections based on your requirements. You can also choose to hide or show the default widgets and sections in the portal. To enable these customizations, Goto Setup > ...
How to hide tabs for whole organization?
To hide few tabs/modules for your organization, Goto Setup >Tab Settings >Organize Tabs >remove the unwanted tabs from the display and save the settings.
Can I re-order or re-organize Tabs?
Yes, you can re-order Tabs as per your organization requirement. Goto Setup >Tab Settings > Organize Tabs. Now, edit a particular module to change the display name of a tab. For more refer Tab Settings
Can I rename Tab names?
Yes, you can re-name Tab as per your organization requirement. Goto Setup >Tab Settings > Rename Tabs. Now, edit a particular module to change the display name of a tab. For more refer Tab Settings > Rename Tabs.
Can I customize search? Need to add more fields for search?
Yes, you can customize your search. Goto Setup >Tab Settings >Search Layout >select the module/tab >edit and select the fields that you would like to search. Please Note: You cannot select more than 6 fields.
Can I update a particular field based on the incoming Request?
Yes, you can update a particular field using WorkFlow Assignment Values. Goto Setup > Workflow Settings > Create a workflow rule. Then create a workflow assignment value and associate that to the Workflow Rule. For detailed help to create workflow ...
Can I automatically assign Support Reps to Requests?
Yes, you can assign Support Reps automatically with a condition, by using our Workflow Settings. Goto Setup > Workflow Settings > Create a workflow rule. Then create a workflow assignment value and associate that to the Workflow Rule. Refer Workflow ...
How do I set priority for the requests automatically?
You can set Priority for requests based on conditions, Workflow Rule and Workflow Assignment Values. Goto Setup > Workflow Settings > Create a workflow rule. Then create a workflow assignment value and associate that to the Workflow Rule. For ...
Can I notify customers when a request is updated with a particular status?
Yes, you can notify customers when requests are updated with a particular Status. To achieve this, you can setup Workflow Rules and Alerts. Goto Setup > Workflow Settings > Workflow rule > Create new rule for Request module. Then create alert, Goto ...
How can I customize default e-mail templates?
To customize default e-mail templates, Goto Setup> Templates > Email Templates > edit the template and make changes > Click Save. For more refer Templates
How to configure Time Left Queue?
Time Left Queue works only if you setup Due Date/Time either through Workflow Assignment Values or SLA. To setup Due Date Time based on a specify criteria, Goto Setup > Workflow Settings > Workflow rule > Create rule with a criteria and Save the ...
No requests can be found in Time Left Queue. What could be the issue?
Requests in the Time Left Queue would be shown only when you had set Due Date/Time either through Workflow Assignment Values or SLA. To setup Due Date Time based on a specify criteria, Goto Setup > Workflow Settings > Workflow rule > Create rule with ...
How do I add Customer Portal for my organization?
Customer Portal is automatically enabled if you add Portal Users. To add portal users: Goto Setup > Customer Portal Settings > Customer Portal User > Add Portal User. Also, you can add a contact as portal user. Just open an added contact and click ...
How do I setup Escalation matrix for my organization?
You can setup four level's of escalation for your organization. To setup escalation matrix, you have to create SLA's. Goto Setup > SLA Settings > Service Level Agreements > Create SLA, specify criteria and setup Escalation Levels. Refer SLA and ...
What is Business Hour & why it that required?
Define your organization Business hours and associate them while setting up SLA's. SLA triggers alerts based on your organization Business hours and you can setup this option while creating an SLA. For more refer Business Hour and SLA.
What is Holiday List and how is this useful?
Setup holiday list for your organization, so that it would not count in your organization Business Hours. To create refer Holiday List.
How do I create SLA & Escalations?
To create SLA & setup Escalation to supervisors, Goto Setup > SLA Settings > Service Level Agreement and follow the steps. For more, refer SLA and Escalations.
What is a Support Plan?
Support Plan is an essential credential in defining the level of service offered to the customers from the Support team. Example for support plans: You can create support plans like Diamond, Gold and Silver Customer to provide support as per the ...
Will the same SLA work across all Departments?
No, SLA's work only within the Department. You have to create SLA's for individual Departments.
How do I setup Contracts for my customers?
Before you create a contract for a customer, you need to create various support plans in your organization. Support plan is highly essential to define the level of service offered to the customers by the Support team. This is to ensure that the ...
How can I notify customers on contract expiry?
No. Currently you cannot notify an expiring contract directly to the customers. But however, you can notify your support agents or your Contracts Team so that they can follow-up with the customers. To setup contract expiry notification, enable ...
Can I create Pre-defined Request Templates?
Yes, you can create pre-defined Request Templates with pre-defined set of values in the Request form fields. Customers or Support Agents can quickly select the Request Template for further action. To add new Request Template, Goto Setup >Templates ...
How do I insert values from my Request form in Email Template?
When creating a new e-mail template, select the module from Available Merge Fields, which lists the available fields in that module. Select a field to populate Copy Merge Field Value. Copy the html code and paste it in the E-mail template body and ...
Can I insert image in Email Template?
Yes, you can insert images in E-mail template. Select insert image icon while creating Email template. Refer email template.
How do I notify my Support Agent when a request is assigned?
To notify Support Agent when a request is assigned, Goto Setup > Notification Settings > Notification rules >and select the options as required. For more, refer Notification Rules.
Can I customize Notification Alert e-mail template?
Yes, you can customize the Notification Alert template. Goto Setup > Notification settings >Notification Rules > click Customize Template link to make the changes.
Can I acknowledge contact when a request is received?
Yes, you can acknowledge the customers when a request is received. To enable this option, Goto Setup >Notification Settings >Notification rules >select the option as required. For more, refer Notification Settings.
Can I alert support agent when a request is sent for review?
Yes, to enable this option, Goto Setup > Notification Settings > Notification rules >enable the option as required. For more, please refer Notification Rules.
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