Customer Portal

Multiple Channels for Busy Customers

When customers can’t find solutions online, they can instantly and easily log a new case right from your Web site using branded forms. Because some customers prefer email, automatic email-to-case functionality routes inquiries to the appropriate agent or queue.

Web Forms

When your customers need help, they can log a new case 24/7 right from your Web site—or from within your self-service portal. You can easily set up your own branded Web forms to capture the exact information you need from your customers so you can automatically route their cases to the right agent or queue and resolve their issues with efficiency.

Email-to-Case

For customers who prefer to communicate with you by email, email-to-case functionality automatically creates cases in Salesforce based on messages sent to designated email addresses. Incoming cases and messages are routed to the appropriate agent or queue, and follow-up message are automatically associated to the original case so that all email interactions on a case are easily visible to agents.


Email Auto-Response

Personalized responses to customer inquiries from the Web and email can go out immediately and automatically. You can tailor responses based on the nature of the inquiry or information supplied by the customer. Responses can be triggered by business rules and can also include suggested solutions and attachments as appropriate.