Contact records also include information about any support issues or questions the customer has submitted as well as any other information your organization asks customers to provide.Īnswers-Answers are the heart of your knowledge base. This is some of the information in the knowledge base.Ĭontacts-Each of your customers has a contact record in the knowledge base that includes basic information, such as name, email address, and phone number. This is information staff members see on the agent desktop and customers see on your customer portal. The knowledge base is the term we use to describe how information in the database is presented. Your Customer Portal relies on B2C Service elements to function. After working with the default pages, you should understand the concepts well enough to create any custom pages you may need. You can match the appearance of the rest of your organization’s website. Edit the default files so they meet your organization’s support goals. The reference implementation is the set of default pages and files that make up the Customer Portal as it exists before you make modification for your specific needs. Here are a few basic points to keep in mind as you begin working with your customer portal. Some configuration occurs in the B2C Service administration interface, while editing the templates, pages, widgets, and inlays is completed using third-party tools and software. Reviewing the contents of your knowledge baseĪsking questions of your support staff and your user communityīecause the Customer Portal is integrated with yourī2C Service application, any information customers enter by submitting an incident, updating account information, or providing feedback on an answer is immediately available to your support staff on the Searching for product and support information Your customers can use your customer portal to access a variety of self-help tools, including:
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