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Prepare to Set Up Your Portal
Before you set up your portal, build your public solutions, determine which information to show and collect, and designate your portal's location.
Required Editions
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Before setting up your Self-Service portal:
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Build your public solutions.
Review and mark your solutions as Visible in Self-Service Portal. Only solutions marked Visible in Self-Service Portal can appear in the Self-Service portal or the Customer Portal. For your Self-Service portal only, identify the top five solutions you want to feature on the Home Page.Review and mark your solutions as Visible in Self-Service Portal. Only solutions marked Visible in Self-Service Portal can appear in the Self-Service portal or the Customer Portal. For your Self-Service portal only, identify the top five solutions you want to feature on the Home Page.
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Determine the information to show and collect.
Decide which case fields are available when users view their cases. You must also decide which fields are required when users submit cases online and which picklist values users can select when they solve their own cases with suggested solutions.
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Designate the portal's location
Choose where to add your portal's login URL on your corporate website. To locate the login URL for your Self-Service portal, see Generating Login HTML.
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Customize your portal communication templates
Decide which email templates to send to users to communicate a variety of information, such as reset passwords, notifications when public comments are added to cases, and case auto-responses with suggested solutions.
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Customize and distribute the portal tip sheet
Download the Using the Self-Service Portal and Customer Portal tip sheet and edit it to match your portal's branding and features, such as suggested solutions and the ability to attach files to submitted cases. Then distribute the document to your customers who want to learn how to answer their own inquiries using your portal.
