Self-Service Case Resolution

A One-Stop Shop for Customer Self-Service Solutions

Customers today expect 24/7 customer service. With Salesforce Self-Service Customer Portal, your customers can search for solutions, log new cases, and check, update, and close existing cases at any time of the day or night. They can also search through your knowledge base and previously resolved cases, and even browse or participate in customer-driven communities to find the self-service solutions they need, right when they need them.


Knowledge Base

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.

Beyond Case Management

With Salesforce Self-Service Customer Portal, you can go well beyond cases and solutions to deliver additional customer self-service capabilities with custom objects and tabs. You can also quickly add pre-integrated, best-of-breed applications from the AppExchange to the portal to further benefit your customers.



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. In addition to logging and viewing cases, you can allow your customers to edit or even close their cases, search for cases, and associate cases to existing assets.

Web Forms and Email-to-Case

When a customer can’t find a solution online, he or she can instantly and easily log a new case to your call center right from your Web site using branded forms for online customer service. Because some customers prefer email, automatic email-to-case functionality routes email inquiries to the appropriate agent or queue. You can tailor responses based on the nature of the inquiry or information supplied by the customer.