Salesforce.com Self Service Portal

1
Salesforce.com Self Service Portal

• Presented by
• Darren Lutchner
• Business Process Manager
• Leadtec Systems Australia
• November 2005

2
Leadtec Systems

• A Leading Business-to-Business (B2B) eCommerce
  solution provider and consulting firm.
• Provide service and solutions to over 1000
  suppliers of Major Retailers, Plumbing and
  Building and Automotive Industries
• Implementation, integration, training and support
• 100 Australian owned company

3
Self Service Portal

• Definition of Self Service

According to wikepedia.org
Self Service is the practice of serving oneself
According to Salesforce.com A web portal feature
that allows your customers to search your
organization's knowledge base to find answers to
their questions and to submit new cases to your
customer support team.
4
Why Leadtec use it?

• Leadtec Service Desk
• 4 People
• Receive 600 cases per month
• Phone (75)
• Email (25)
• Mainly provide support about customer specific
  problems
• Improves customer satisfaction by reducing case
  response and resolution time
• Provides an alternative service offering thats
  absolutely FREE to our customers.

5
Simple Set up

• Enable the Self Service
• Create email templates for new users
• Set up look and feel
• Login Page
• Home Page
• Solution Page
• Log a Case
• View a Case
• Enable individual contacts
• Super User

6
How the customer starts

• Dear Darren,
• You now have access to the Leadtec Self-Service
  Portal. From this portal you will be able to log
  support cases and view any case you have logged
  with the Service Desk.
• Your new Self-Service portal password can be
  found below.
• Leadtec Self Service Portal can be found at
  https//emea.salesforce.com/sserv/login.jsp?orgId
  00D20000000LaG
• Thank you,
• Leadtec Support
• 1300 798 470
• support_at_leadtec.com.au
• Username dlutchner
• Password hKdpp

7
Customer Login
8
Log a Case

• Customer enters Type, Subject and Description
• Case appears immediately in Unassigned Case View
• Customer receives email that case has been logged

9
View Cases

• Can view all open and all closed cases
• Super User can see all accounts cases

10
View Case

• Customised fields
• Case Number
• Case Owner
• Contact Name
• Date/Time Opened
• Case Type
• Date/Time Closed
• Contact Email
• Contact Phone
• Billable Time

• Subject
• Description
• Status

11
Self-Service Winter 06 Release

• Forgot your password
• Users can see Created by and Last Modified Dates
  of Case
• Display Dependant Fields
• Case activities and attachments related lists can
  be viewed