« Back
You are in :
Recent Topics »
SupportCenter Plus »Customer Portal Options - Need Inputs
This option would get my preference over the timesheet module. However I would like to know how the reporting part will work.
Will we be able to define who get to see a report and will this be per contact or per account?
Will we be able to define who get to see a report and will this be per contact or per account?
I will look forward to this...
What we miss - as we have only 1 single DNS to the SC+ - is to have SC+ route to the SupportRepresentative login page or the Customer Login pages automatically.
As for now, all are routet to the Simple login page..
What we miss - as we have only 1 single DNS to the SC+ - is to have SC+ route to the SupportRepresentative login page or the Customer Login pages automatically.
As for now, all are routet to the Simple login page..
1. The option to automatically open a request if there's only one that matches the search criteria
2. Security access groups to allow configurable options such as the ability to raise new requests and/or close existing requests - these could be then be used to set security rights against any client in any account
3. A password enforcement method to ensure that passwords met a minimum level of security (currently a password of 'a' is acceptable!)
4. The ability for clients to be able to create and manage filters for their account and/or personal use
5. The ability for clients to create their own reports for their account and/or personal use
6. The ability for clients to create their own request templates for their account and/or personal use
7. The ability to make fields mandatory only for requests raised through the portal (configurable on an account basis)
8. The ability to automatically assign a contact to an account based on their email address
9. When requests are split a response is sent to the contact with details of the original and newly split request
2. Security access groups to allow configurable options such as the ability to raise new requests and/or close existing requests - these could be then be used to set security rights against any client in any account
3. A password enforcement method to ensure that passwords met a minimum level of security (currently a password of 'a' is acceptable!)
4. The ability for clients to be able to create and manage filters for their account and/or personal use
5. The ability for clients to create their own reports for their account and/or personal use
6. The ability for clients to create their own request templates for their account and/or personal use
7. The ability to make fields mandatory only for requests raised through the portal (configurable on an account basis)
8. The ability to automatically assign a contact to an account based on their email address
9. When requests are split a response is sent to the contact with details of the original and newly split request
HoyaAdmin,
1) We plan to provide a global configuration as to whom the report should be displayed -- a) To all primary contacts of an account or b) to all contacts of an account or c) to none at all.
2) In the report section, we would provide an option per report to select the account to which this report needs to be displayed.
The reports would appear to the contacts based on the above configurations.
cjt,
I do not understand this.
The admin login interface appears on the https://<server_name and the customer portal appears on the https://<server_name>/sd/SolutionsHome.sd . You should be asking your customers to connect to the second url that will them the portal information.
Andy,
1. I guess, this is not related to customer portal. I hope you are asking the "I am feeling lucky" kind of option in google search. Though useful, it would basically be a personal preference. As mentioned in the roadmap, we would be revamping our search mechanism in Q1 2009. Would consider this at that point of time.
2. Can you please elaborate.
3. Would consider. But would not be part of the current enhancemnets
4. Later.
5. Later. Currently, they will be able to run already created reports ( by the helpdesk admins).
6. Only admin will be able to configure templates for the clients/contacts.
7. It is possible now to set what is mandatory & what is not, though not a per-account-basis. Please elaborate if this is not what you meant.
8. Will be taken up as part of the current enhancements.
9. Would consider.
Regards,
Vinu Sreedharan
1) We plan to provide a global configuration as to whom the report should be displayed -- a) To all primary contacts of an account or b) to all contacts of an account or c) to none at all.
2) In the report section, we would provide an option per report to select the account to which this report needs to be displayed.
The reports would appear to the contacts based on the above configurations.
cjt,
I do not understand this.
The admin login interface appears on the https://<server_name and the customer portal appears on the https://<server_name>/sd/SolutionsHome.sd . You should be asking your customers to connect to the second url that will them the portal information.
Andy,
1. I guess, this is not related to customer portal. I hope you are asking the "I am feeling lucky" kind of option in google search. Though useful, it would basically be a personal preference. As mentioned in the roadmap, we would be revamping our search mechanism in Q1 2009. Would consider this at that point of time.
2. Can you please elaborate.
3. Would consider. But would not be part of the current enhancemnets
4. Later.
5. Later. Currently, they will be able to run already created reports ( by the helpdesk admins).
6. Only admin will be able to configure templates for the clients/contacts.
7. It is possible now to set what is mandatory & what is not, though not a per-account-basis. Please elaborate if this is not what you meant.
8. Will be taken up as part of the current enhancements.
9. Would consider.
Regards,
Vinu Sreedharan
Elaboration on point 1: Rather than taking the user to the first result (as in Google's I'm feeling lucky), I would only expect a request to open automatically if there was only one result returned. This is particularly helpful when contacts and/or Support Reps know the ID of the request they want to view.
Elaboration on point 2: For Support Reps, you can define security groups with specific access rights. It would great to be able to do the same for contacts so that we don't have to modify their rights individually, it could be controlled by the group settings instead (think of the way it works in Active Directory).
Elaboration on point 6: Admins being able to create and modify templates is fine - could they be enabled and disabled on an account or contact basis? This would enable us to set specific templates for certain users/accounts.
Elaboration on point 2: For Support Reps, you can define security groups with specific access rights. It would great to be able to do the same for contacts so that we don't have to modify their rights individually, it could be controlled by the group settings instead (think of the way it works in Active Directory).
Elaboration on point 6: Admins being able to create and modify templates is fine - could they be enabled and disabled on an account or contact basis? This would enable us to set specific templates for certain users/accounts.
Hi Vinu,
Your ideas for the customer portal are very good, I support them all.
I'd like to suggest the following as well:
-in version 7.0 the history tab was disabled from the customer portal. This is really a pity because we promote transparency towards our customers. We would like to see this as an option in Admin/Settings => History visible in customer portal - Yes/No.
- Additional fields (pick lists) on requests snap always to first option if you try to edit with the Edit button on the middle right of the request. This is really irritating and was promised to be fixed somewhere in v6.x. Is still happening in v 7.11. the Edit button is therefore unusable.
I'd also like to support points 3,4 and 9 from Andy's list. Very good.
Thanks for the ongoing development of SC+. What happened to the Roadmap Idea box. Why was the plug pulled on that project? It was a great idea and a lot of fun for us application managers.
Br,
Gulli Gudmundsson
Your ideas for the customer portal are very good, I support them all.
I'd like to suggest the following as well:
-in version 7.0 the history tab was disabled from the customer portal. This is really a pity because we promote transparency towards our customers. We would like to see this as an option in Admin/Settings => History visible in customer portal - Yes/No.
- Additional fields (pick lists) on requests snap always to first option if you try to edit with the Edit button on the middle right of the request. This is really irritating and was promised to be fixed somewhere in v6.x. Is still happening in v 7.11. the Edit button is therefore unusable.
I'd also like to support points 3,4 and 9 from Andy's list. Very good.
Thanks for the ongoing development of SC+. What happened to the Roadmap Idea box. Why was the plug pulled on that project? It was a great idea and a lot of fun for us application managers.
Br,
Gulli Gudmundsson
I would like to make sure that the customer portal, with Respect to Solutions, was restricted so that Solutions added to the Customer Portal, were only visible to the Accounts logging in. i.e. if a solution was added for a particular customer(account) I would want only that account or persons logging in from that account, to be able to see their own individual solution. Currently, all contacts can see any solution added to the CP.
Thanks,
Z
Thanks,
Z
Hi rytech
I believe that you can fix that with the Topics Template. By default the "All Topics" means that all accounts can see all the solutions. You could create a new Topic, for example "Private", put your solutions in there, then create a new Topic Template and check that new topic "Private" and then assign that topic template to your Account..
Regards
Daniel
I believe that you can fix that with the Topics Template. By default the "All Topics" means that all accounts can see all the solutions. You could create a new Topic, for example "Private", put your solutions in there, then create a new Topic Template and check that new topic "Private" and then assign that topic template to your Account..
Regards
Daniel
All of your planned features look good. The most important are
1. simplified URL and the ability to customize this. In my opinion there is no need for two URLs. Why not just make a link on the main page forwarding a customer to self registration and other customer functions like solutions and requests? This would allow the look and feel of the pages to be easily managed.
2. Configurable requests. The current request page is very limited
3. Contact self registration with approval (I use a Zoho form for now)
4. Web look and feel should mimic what the internal page is and allow changes to color, logos etc so we can integrate it with our own company web page. If #1 isn't an option
5. Solutions need to be presented in a better manner. We have over 300 solutions in our database and growing. a more organized index for the customer portal and the internal portal would be great.
Thanks - love the product
1. simplified URL and the ability to customize this. In my opinion there is no need for two URLs. Why not just make a link on the main page forwarding a customer to self registration and other customer functions like solutions and requests? This would allow the look and feel of the pages to be easily managed.
2. Configurable requests. The current request page is very limited
3. Contact self registration with approval (I use a Zoho form for now)
4. Web look and feel should mimic what the internal page is and allow changes to color, logos etc so we can integrate it with our own company web page. If #1 isn't an option
5. Solutions need to be presented in a better manner. We have over 300 solutions in our database and growing. a more organized index for the customer portal and the internal portal would be great.
Thanks - love the product
Daniel is correct. I have mine setup for the following templates
Public - anyone that goes to customer portal can see these without logging in
Valid Contacts only - THey must login with their customer ID
Private - internal only access. Support reps only.
Public - anyone that goes to customer portal can see these without logging in
Valid Contacts only - THey must login with their customer ID
Private - internal only access. Support reps only.
It would be nice to be able to customise requestform by selecting different request templates based on type of request. we have moving of devices, install of hardware, software installations, and sw problems. And this should be added to different groups to handle.
It would be nice to be able to use the request templates, and have a checkbox to make form fields availible to customers portal (and not if not selected)
Paul
It would be nice to be able to use the request templates, and have a checkbox to make form fields availible to customers portal (and not if not selected)
Paul
Post Actions
Corp