The Authenticated User's Client Portal
The Salesforce Client Portal allows for two user experiences: Authenticated Users and Unauthenticated Users. The difference between these depends on whether the user is logged in (authenticated) or not logged in/logged out (unauthenticated). While both types of users will be able to submit support cases, their user experience will differ slightly. This article will walk through the Authenticated User Client Portal.
Authenticated Users
The homepage of an authenticated user's client portal will look like so:
Authenticated users will have several options available to them:
- Navigation Bar: The navigation bar includes quick links to some of the most accessed areas of a user's Salesforce instance:
- Home: The page shown above.
- Cases: The page on which users submit support cases.
- Known Issues: All technical issues, bugs, etc. that are known to our support team will show on this page.
- Product Documentation: This handy page will allow users to search for helpful documentation on a product or software. Searches can be narrowed down by Product, Product Group, and/or Topic.
- Community: Here, users can make community posts under different brands. Think of this as a sort of "social media" hub to interact with other users.
- Service Offerings: Curious to know more about what our products have to offer? This page allows users to search by product and shows various uses and advantages for each.
- Account Options: Selecting this icon will allow users to engage in account-specific actions, such as viewing messages, viewing account details, and logging out. Users have a Contact Support option here, as well.
- Search field: The search field will allow users to manually search through the portal for any documentation or information needed.
- Recommended Read: Here, the most common Help Center articles—How To's, Product Documentation, and more—will be readily available for quick browsing.
Scrolling down on the homepage will reveal two additional modules unique to the authenticated user: My Community Feed and My Cases, shown below within a testing environment:
The My Community Feed module reflects a quick snapshot of the Community page on the navigation bar discussed above. My Cases, on the other hand, is unique to the homepage and is not found under the corresponding Cases page. This module is a quick look at any case that has been submitted and remains opened by the authenticated user currently logged in. By selecting the View Case Details option, an overview of the case will be shown...
...as well as a more detailed breakdown:
Let's take a look at each of these three tabs below.
Parts of a Support Case
Case Details
The Case Details tab is made up of three subsections: Contact Information; Additional Information; and System Information:
- Contact Information: Here, users will find the basic information of who is submitting the case. Fields include: case name and number; contact name, number, and email; account name; and case currency.
- Additional Information: This sections shows the basic facts of the case. These include the status of the case (New, Open, Pending, Solved), the priority of the case (low, medium, high), the subject and description used by the submitter, and more. The information found here will help you keep track of your case each step of the way until its resolution.
- System Information: Two subsections exist here: Created by, showing who submitted this case; and Last modified by, showing the last individual who made a modification of any kind to the case.
Comments
Comments are a quick and convenient way for you to communicate directly with our support team! Seen above, both the requester—Aleisha Abbott—and our support team member (for testing purposes, a generic username was used) post their own comments. If you have any questions or anything to add relevant to your case, the comments are a speedy way to relay this information to our team.
Files
The Files section of a case allows users to upload any materials that are related to the case. Any files that are uploaded will appear here along with an option to preview them by clicking on their name. Remember, no amount of information is too much; a screen recording duplicating an error, a PDF showing incorrect charges, a screenshot of a 500 server error—anything germane that is able to be provided will give our support staff that much more of a head start to bringing your case to a resolution.
With the case section of the client portal thoroughly explored, let's move on to the next area: Known Issues.
Known Issues
Found in the navigation bar, the Known Issues section of the homepage will give authenticated users an overview of current irregularities that are being attended to by the dev team:
This page can be broken down into two parts:
- The table of known issues itself, where users can sort and select any of their choosing.
- The Following sidebar, where users can keep track of any known issues that are of interest or relevance to them.
When a known issue is selected...
...details related to it can be seen at a glance. Information such as the status, the urgency, and the resolution time will be shown here. In the upper-right hand corner, users can select to "follow" the case if they would like to see it appear on the Known Issues landing page.
Product Documentation
For articles detailing how Momentive's software works, the Product Documentation hub is particularly useful. Shown above are the search function (1) and the saved article sidebar (2). The saved article sidebar functions identically to the Following sidebar in Known Issues. That being so, let's observe how searching works here.
Searching makes use of three dropdown menus: Product, Product Group, and Topic. To illustrate, let's take a look at what the following search query yields: GiveSmart, Events, and Account Management.
Narrowing down the search results in this way will populate the article field with documentation matching the search criteria. If the dropdown menus are not turning up the articles desired, the search field above can be used to search specific terms and titles.
Community
The Community page is made up of three key areas:
- A textbox to make posts
- A list of the user's communities
- Communities that the user chooses to follow
Once again, the "following" function works in the same way as previous sections.
Making a post is as easy as choosing a group and sending your message. Let's make a post to the Core-apps community:
Once posted, this comment will be seen in the corresponding community:
Like the majority of social media sites, posts made here allow other uses to "like," "comment," and "share." If you're looking for a fresh and modernized way of communicated, give the Community section a try!
Service Offerings
The service offerings page uses a similar search function to Product Documentation. This area of the client portal will link to sales-adjacent articles detailing what each of Momentive's products and software suites can do. While it is likely authenticated users will already be using at least one of Momentive's offerings, the Service Offerings section may be useful in discovering new ways in which Momentive's platform can enhance you juncture of day-to-day, productivity, and client happiness.
To conclude, the Client Portal is robust and tailored to offer a seamless and intuitive experience. In the event that clarification, direction, or advice is needed on the above, our team would be more than happy to assist you.
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