Presentation on theme: "1 Design Guidance. 2 Contents Setting up the customer portal Implementation Checklist."— Presentation transcript:
1 Design Guidance
2 Contents Setting up the customer portal Implementation Checklist
3 Personalization the Experience for Your Customers Multiple Branded Portals - Differently branded portals for different sets of users, customers, products or users Portal User Profiles - to drive different page layouts, record types and access for different user segments Portal Role Hierarchy and Sharing- 3 level role visibility and include portal users in sharing rules Portal List Views – Create and expose list views to portal users Update My Profile – Portal users can keep the user and contact information up-to-date Advanced Case Management & Knowledge Base Edit and Close Cases - Edit and close as the portal user Cross Account Case Visibility – enable specific portal users to view cases across an account hierarchy Case Deflection using suggested solutions - Offer matching solutions using suggested solutions to deflect cases and reduce costs Search My Data- Cases, activities, custom objects Associate Assets to Cases– Associate assets to cases in an account Rich Content Solutions – Search and browse rich content solutions Expose Documents – Expose product documents, patches and files
4 Create and Share Custom Apps with your Customers Custom Objects and Tabs- Expose custom objects to portal to enable additional self service processes Web Tabs – Create mashups and Integrate other apps Customize using the force.com platform and Apex Code Customization Features– Apex Code, S-Controls, Custom Buttons, Custom Links, Custom Fields etc Full User API and Single Sign-On Capabilities Expose AppExchange Apps to your customers Project management, collaboration, spreadsheets etc Provide a branded experience to your customers Customizable Homepage and Branding – Login page, Homepage, Logo, Header and Footer customization Look and Feel – Style editor for fonts and colors
5 A.Setting up portal users, profiles & roles B.Setting up multiple portals C.Customizing the portal user interface D.Setting up the portal login page E.Setting up the sharing model F.Setting up cases G.Setting up cross account case visibility H.Setting up assets I.Setting up solutions J.Setting up documents K.Setting up custom objects and tabs L.Setting up list views M.Setting up search layouts N.Setting up web tabs O.Setting up communication templates P.Using reports for analyze usage Q.Using s-controls and apex code R.Setting up single-sign-on S.Using the api for the customer portal T.Creating portal users en masse using Apex Connector Steps to setup the customer portal
6 A. Setting up portal users, profiles & roles Customer Portal Manager (default license) Customer Portal User (scaled down user type provided for deployments with over 100,000 users) Typical UsersNormal Portals Users, Super Users, Managers, Executives or Administrators Normal Portal Users ProfileBoth user types have exact same profile capabilities and permissions VisibilityCan view their own records Can view records of the users below them if put in the manager or executive portal roles Can only view their own records SharingCan share data to these users like Salesforce users Cannot share directly to these users Can clone customer portal profiles to provide different capabilities and page layouts to customer segments Customer Portal Manager (Basic and Standard) are the default licenses provided depending on the version purchased
7 A. Setting up portal users, profiles & roles Portal user licenses are linked to profiles similar to salesforce users with some differences Can use Page Layouts, Record Types Field Level Security Settings in the same as way as salesforce user profiles Clone standard profiles to create custom portal profiles (remember to add new profiles to a portal) To expose custom objects you need to use cloned custom portal profiles To expose custom tabs/web tabs make sure the tab is included in the service & support app (in Setup->Build->custom apps)
8 TabsAccessAbility to access detail Pages (page layouts) API access (s-controls, Apex code) CasesYesCreate, Read, Update Yes SolutionsYesRead OnlyYes DocumentsYesRead OnlyYes AssetsNoRead OnlyYes Custom Objects/Tabs YesCreate, Read, Update, Delete Yes AccountsNoReadNoYes (including shared accounts) ContactsNoReadNoYes (including shared contacts) Portal users profiles have access to subset of objects & tabs A. Setting up portal users, profiles & roles
9 Create new portal users by clicking on the Enable Customer Portal User button on a contacts detail page Need Edit self service users profile perm to enable contacts as portal users Portal users can be managed like other app users in Setup->Manage Users->Users Can create a portal user list view by filtering on license type Can upload large numbers of users using the Apex Data loader The contact and portal user are linked on the user detail page
10 Select the right role for the user on the user edit page Report on customer portal role hierarchy using administrative reporting Visibility A. Setting up portal users, profiles & roles 3 portal roles (User, Manager, Executive) in each account allow you to set visibility to match your customers org structure All portal users in the Manager role sees all records associated to the portal users in the User role All portal users in the Executive roles sees all records associated to portal users in the Manager role and User role Portal users in the same role do not see each others records by default Customer Executive Customer Manager Customer User
11 A. Setting up portal users, profiles & roles You can controls access to what portal users see and do using a variety of tools Page Layouts specifically associated to portal user profiles Record types specifically for portal use to filter picklists for portal use – with workflow rules to switch record type automatically Field Level Security CRUD on User profile Automatic Account Scoping
12 B. Setting up multiple portals Create multiple branded portals for different customer segments, products etc The following attributes of a portal can be configured differently for each portal using a combination of the portal setup and profiles associated the portal Portal Name displayed on browser Header, footer logo Portal login page and message Tabs visible in portal Style (colors and fonts) Branded templates Top Solution Category Action Confirmations Suggested Solutions
13 B. Setting up multiple portals Create separate profiles for each portal Can select which Customer Portal Profiles are associate to which Portals for access control A portal user can be associated to multiple portals Each portal has a unique ID, found in the login URL e.g portalId=060D Q1F. The unique identifier determines the specific portal a user can access. If a user accesses a login URL that does not contain a unique identifier, they are automatically directed to the login URL of the first Customer Portal you created.
14 For each portal you can define the following in portal setup Header or logo Footer The homepage layout tied to portal user profile determines which of the following types of components can be displayed to the portal users Customer Portal Welcome Solution Search Create New Recent Items Search (Cases, custom objects etc) Document Search Custom Links Custom HTML Components and Images S-controls C. Customizing the portal user interface Customize the portal UI using the look and feel settings on the portal setup and the homepage layouts tied to portal user profiles
15 C. Customizing the portal user interface Customize the colors and fonts for each portal using the style editor in portal setup
16 Generic login page that matches your portal theme. Create a link on your website to go to this page Or embed a Login component in your website (see code on next slide) Forget password link Portal user enters user name and receives with temp pwd Can set a URL to go to when user logs out (logout URL in portal setup) D. Setting up the portal login page You can brand the default login page or post to the login page from a login component from your website.
17 Secure Customer Login Please enter your username below. User Name: Password: Forgot your password? D. Setting up the portal login page You can use the following HTML to POST to the portal login page from a custom webpage
18 E. Setting up the sharing model You can recreate internal public sharing on accounts & cases by creating an All Internal Users public group to All Internal Users sharing rule The Customer Portal requires a private sharing model for accounts & cases, so that portal users dont see data from other accounts. Its recommended that you create the All internal Users sharing rule before setting accounts to private so users dont see any change in visibility as the changes happen The conversion to private sharing may take many hours to complete so its highly recommended that it be done on a weekend. Also set private sharing on custom objects that should not be visible across portal accounts
19 CEO VP Mktg VP Sales VP Service WestEast Exec Mgr User Great Divide Exec Mgr User Exec Mgr User Exec Mgr User Exec Mgr User Exec Mgr User Acct 1Acct 2Acct 3Acct 4Acct 5Acct n … Visibility Roles and Subordinates Use Roles and Internal Subordinates instead of Roles and Subordinates E. Setting up the sharing model Roles and Subordinates groups do include portal users and can mean inadvertently sharing data with portal users. Use the new Roles and internal subordinates group instead which does not include portal users and roles A wizard is provided to convert org wide sharing rules form Roles and subordinates to Roles and internal subordinates If roles and subordinates is used in other areas such as queues, public groups, list views, manual shares they should be replaced with Roles and Internal Subordinates
20 Contact edit rights: contact on case who is the portal user can edit or close cases Internal user can uncheck Visible in Self- Service Portal to hide case from portal user Case Attachments: Portal users can upload and edit/delete their attachments but not attachments uploaded by internal users Case Comments & Activities: Internal user can make activities public/private On the portal case page layout solutions related list, filter the fields to only show the Solution title. F. Setting up cases Clone an existing internal case page layout to create a portal page layout
21 Use case assignment or workflow rules to change ownership of portal created cases to an internal user or queue If using workflow, you can use the following settings F. Setting up cases Step 1. Setup the workflow on the case object Step 2. Set the evaluation criteria to "only when a record is created" Step 3. Set the rule criteria to Current User:User Type equals equals Basic Customer Portal Manager, Standard Customer Portal Manager Step 4. Set a workflow action of type field update on field Case Owner to change it to a queue or an internal user
22 Changing case ownership using case assignment rules F. Setting up cases If using case assignment rules it is recommended you set up an additional record type and page layout which you change to your normal record type using workflow after the case is created (this will prevent cases from being reassigned when they are edited by portal users) Step 1: Create a new portal case record type with a corresponding case page layout that has the Select Case Assignment checkbox by default checked. Step 2: Ensure that this "new portal case" is the case record type selected on the portal user profiles (and only this record type is selected) Step 3: Create a workflow rule that changes the new portal case record type to your normal record type when a new case is created by a portal user in the following way a) Setup the workflow on the case object b) Set the evaluation criteria to "only when a record is created" c) Set the rule criteria to Current User:User Type equals Basic Customer Portal Manager, Standard Customer Portal Manager d) Set a workflow action of type field update on field Case Record Type to change it to your normal record type Step 4. Ensure that the page layout associated to your normal record type does NOT have the Select Case Assignment checkbox by default checked Using different page layouts/record types for new case and edit case in this way, allows you the flexibility to restrict some fields from being edited by portal users after the case is created.
23 Reduce support costs Portal users get an immediate response to their issue Activate by checking the Enable Self-Close Case from Suggested Solutions option on portal setup Create a separate case close page for portal users F. Setting up cases Deflect cases by automatically displaying suggested solutions for the case
24 Give case access to specific portal user or portal role by manually sharing child account to portal user or portal role in parent account Can specify read/write or read- only access to cases NOTE: Manual shares need to be recreated if Account Owner of child account changes Lauren Boyle in Big Corp Exec role can now see cases from Big Corp EMEA. G. Setting up cross account case visibility Use account sharing rules to allow portal users or portal roles to view and edit cases from other accounts in a hierarchy
25 G. Setting up cross account case visibility To assign cross account visibility to many users en masse you can use the apex connector to create the account sharing rules Using apex connector export the accounts with accountIDs you want to share Using apex connector export the portals users with their UserID from the User object If sharing to portal roles export the IDs of the portal roles from the Group Object Export an account sharing rule from the AccountShare object to use as a template to insert new shares Create the list of sharing rules Insert the records into salesforce.
26 H. Setting up assets You can expose assets as a lookup on a case or through an S-control Portal user sees all assets in his/her account only Can make Assets a required field so that customers can track cases associated to specific products Can use a s-control to display all the assets as a list in a web tab or on the homepage
27 Clone the internal solution page layout and create a simplified version for the customer portal Designate which solutions are visible in the Customer Portal by selecting the Visible in Self-Service Portal checkbox Can set a different top solution category for each Customer Portal in portal setup Rich Content Solutions appear in Customer Portal as well Solution feedback question is tracked in Helpful Solutions report I. Setting up solutions Status field is automatically hidden from portal users
28 Customer Portal users can automatically see any folders with This folder is accessible by all users. Create folders specifically for portal users by restricting accessibility to the All Customer Portal Users group. Hide internal folders from portal users by restricting visibility in the folder setup to the All internal users group Its recommended you restrict the Manage Public Documents profile permission to admins only so that internal users dont inadvertently create folders that can be viewed by customer portal users. You can create folders accessible by specific customer accounts by using portal roles to define access J. Setting up documents You can expose document folders to portal users in the same way as for internal salesforce users
29 Can expose custom objects and tabs to the portal Only available in the Standard Version Portal user can own custom objects records and can change owner to another portal user in account Admin selects which custom object to make available in portal To expose custom objects you need to use cloned custom portal profiles To expose custom tabs/web tabs make sure the tab is included in the service & support app (in Setup->Build->custom apps K. Setting up custom objects and tabs
30 Example 1: Share Training Registrations (custom object) owned by all portal users with Training Manager internal user Example 2: Share All Training Registrations from Account Acme with Acme CSM The custom object should have a private sharing model Use All Customer Portal Users Default Public Group Use Portal Roles for Account K. Setting up custom objects and tabs For custom objects that are related to specific portal users e.g training registrations let the portal user own the record and share to internal users
31 Portal users can choose between multiple list views and sort lists Create list views specifically for portal users by restricting visibility to the All Customer Portal Users group Customer Portal users can automatically see any list view with visibility settings marked This view is accessible by all users. Hide internal list views from portal users by restricting visibility in the list view setup to the All internal users group Its recommended you restrict the Manage Public List Views profile permission to admins only so that internal users dont inadvertently create list views that can be viewed by customer portal users. You can create list views accessible by specific customer accounts by using portal roles to define access L. Setting up list views You can create case, solution and custom object list views for portal users in the same way as for internal salesforce users.
32 M. Setting up search layouts Search layouts used internally are applicable for the portal as well. Restrict any fields that should be not visible to portal users Ensure search layouts on cases, solutions, assets and custom objects are filtered to not show fields you dont want to expose to portal users.
33 N. Setting up web tabs Expose web tabs to portal users via portal user profiles Use webs in the portal to: Create powerful mashups Integrate with other applications Create custom pages using s-controls To expose custom tabs/web tabs make sure the tab is included in the service & support app (in Setup->Build->custom apps
34 O. Setting up communication templates You can create branded templates for when portal users are sent s The following templates are available in portal setup and can be configured differently for each portal. New user New password Lost password Case Comment by app user Change Owner to Portal User If you have the same users with the same profiles logging into multiple portals its recommended you also set the portal wide templates which determine the templates to use when sending notifications, such as a new case comment or a reset password. Because the default templates are sent to users of multiple Customer Portals, we recommend that you create default templates that do not contain portal-specific branding.
35 P. Using reports to analyze usage of the portal You can use reports to monitor logins and knowledge base usage Report on customer portal users and role hierarchy using administrative reporting Helpful Solutions report captures how useful solutions are: Self Service Access Count: Gets incremented when a portal user views a solution Self Service Answer Count: Gets incremented when a portal user answers the Was this solution helpful question Self Service Answer Count: Gets incremented when a portal user answers Yes to the Was this solution helpful question
36 Q. Using S-controls and Apex Code You can use S-controls and Apex Code to customize the portal Use the portal stylesheet in your s-controls by specifying the correct OrgID and PortalID /sCSS/9.0/PortalDefault/ / /portal.css Embed S-controls on portal homepage by creating an HTML homepage component that refers to the S-control in an IFRAME. &ic=1" frameBorder=0 width="100%" height=200 scrolling = no> Apex Code in the portal runs in the context of the portal user, and has access to all the objects allowed in the customer portal profile.
37 R. Setting up single-sign-on The single sign on capabilities available for the salesforce application are also available for the customer portal. See technote on implementing single-sign-on: If you are using a token generator that logins into the portal, make sure to add the parameter loginType=2 e.g. https://na1.salesforce.com/secur/login_portal.jsp?orgId=00D IL5&portalId= Make sure to also turn on the single-sign-on permission on portal user profiles.
38 S. Using the API for the customer portal Portal users have api access to the objects they have access to in the UI To login as a portal user through the api, you need to specify the org ID in the loginscope header Some customer portal specific api fields are available to ease administration Account.IsCustomerPortal: Boolean field indicating the Account is enabled for the Customer Portal. User Role.PortalType: to identify which portal (PRM or Customer Portal)
39 T. Creating portal users en masse using Apex Connector Using apex connector export all the contacts you want to enable with the minimum contact fields of contactId, & lastname into excel Export an existing portal users fields from the user object to use as a template to insert new users Choose the correct ProfileID for each of the contacts (query the Profile Object for the correct ProfileIDs) User Role ID is optional (defaults to user role) and can be updated after the user is created. Insert the records into salesforce. When you are ready to send the new login to your users, do a mass password reset (make sure to configure the reset pwd template in portal settings)
40 Implementation Checklist 1.Accounts and segments review for multiple portals 2.Users – number, profiles and roles 3.Design business processes to be extended to customer segments 4.Review Sharing model, design and implement appropriate sharing and role hierarchy 5.Hide internal list views, queues and document folders from portal users 6.Design and implement portal branding and style 7.Create branded communication templates 8.Create custom fields and custom objects 9.Create portal page layouts, appropriate business processes, record types and picklists 10.Design workflow and assignment rules 11.Implement portal specific s-controls, button overrides, links 12.Design and implement portal home pages and home page components 13.Design and implement branded portal login page 14.Optional single sign-on implementation 15.Implement Knowledge Base for portal users 16.Design appropriate admin reports 17.Roll out to users