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Personalize Employee Portal Pages

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Personalize Employee Portal Pages

As a site admin, control what employees see on the ticket list, ticket details, and approval list pages of the Employee Services portal. Choose which fields and buttons appear so that employees get an experience focused on your service model, without writing code.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To customize an Experience Builder site: Create and Setup Experiences
Note
Note These configurable pages are available only on Employee Services portal sites that use the Agentforce Employee Center template.

To personalize three portal pages, configure the properties of their components in Experience Builder. Configure the ticket list and the approval list from their components on the Home page. Configure the ticket details from the Ticket Details component on a ticket's detail page, which you reach by opening a ticket. On the portal, a ticket can be an incident, a case, or a service request. Your changes apply to all portal users the next time you publish the site.

  1. From Setup, in the Quick Find box, enter Sites, and then select All Sites under Digital Experiences.
  2. Next to your Employee Services portal site, click Builder to open the site in Experience Builder.
    For an overview of how the Pages menu, Components panel, and property editor work in Experience Builder, see Edit Pages and Components in Experience Builder in Salesforce Help.
  3. To tailor the ticket list, open the Home page and select the My Tickets component.
    Set how many tickets appear per page, turn on a minimal view, show or hide the button for creating tickets, and choose which columns to show, such as Status, Priority, and Owner.
  4. To tailor the approval list, open the Home page and select the Approvals component.
    Choose which details appear for each approval, such as the ticket subject, status, and who requested it.
  5. To tailor the ticket details, open a ticket to go to its Ticket Detail page, and then select the Ticket Details component.
    • Show the fields from the ticket's assigned page layout. To control which fields appear, modify the page layout.
    • Turn on editing for ticket fields and show or hide the close, reopen, and review actions.
    • Set the statuses to apply when an employee closes or reopens a case or service request.
  6. Click Preview to see your changes.
  7. Click Publish to apply your changes to all portal users.
 
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