Customer Portal

A One-Stop Shop for Customer Service

Customers today expect round-the-clock access to information. Salesforce Service & Support lets you address mounting customer service inquiries via an online channel that is seamlessly integrated with your Web site. In your online self-service portal, customers can search for solutions, log new cases, and check and update existing cases 24/7. And because it’s Salesforce, it’s easy and inexpensive to deploy and maintain your branded self-service portal.

Knowledge Base

The Internet is quickly becoming the preferred service interface as people become more comfortable doing their own research on the Web. Sharing your expertise with your customers online is easy when you publish your entire knowledge base—or designated portions of it—in a self-service portal. Customers can browse or search for answers to their questions without having to contact an agent.

Case Management

When customers cannot resolve their issues on their own, they can fill out a form in the portal to submit a new case, which is automatically assigned to the appropriate agent or queue based on your assignment rules. The portal also helps customers update or check the status of cases they have already submitted, reducing the number of follow-up inquiries your agents must handle.


Customer Segmentation

You can extend self-service to all customers or select segments depending on your customer service needs and policies. For example, you can publish approved solutions from your knowledge base to a password-protected self-service portal just for certain customers or to a public self-service knowledge base available to everyone via your corporate Web site.