We are exploring the possibility of implementing this with our clients. I am wondering if anyone has any tips to share, learning or a description of a best practice to implement.
Thank you in advance,
262 513 5221
Our portal is great for situations where your customers:
1. Want to search for solutions in a knowledge base
2. Want to report an issue with your company, product or service
3. Want to collaborate on an issue with your customer service or support team
With configuration, you can setup case deflection, change colors of nav bars and buttons and adjust screen layouts.
With customization, you can drastically change the portal look and feel, integrate custom modules/processes and create unique self-service experiences.
Portal user access is generally controlled and licensed at the contact level, but check with your customer success manager first as they can identify portal user entitlements and limits.
From a product roadmap perspective, we are investing in portal improvements over the next few quarters and would love to understand more about your use case. Based on your use case, I can give you some additional guidance and best practices.
I'll ask your CSM to reach out and setup a meeting - in the meantime, check out the links below:
Portal user experience (your customers): https://support.sugarcrm.com/Documentation/Sugar_Versions/10.2/Serve/Portal_User_Guide/
How the Sugar users interact with the portal users and the portal itself (your Sugar users): https://support.sugarcrm.com/Documentation/Sugar_Versions/10.0/Serve/Portal_Deployment_User_Guide/
Portal and theme configuration: https://support.sugarcrm.com/Documentation/Sugar_Versions/10.2/Serve/Administration_Guide/Developer_Tools/Sugar_Portal/
GM, Customer Service
Hello Natalie Girmscheid
Sugar Portal is a powerful tool to provide client support and improve CX.
If you would like both to get the most from Customer Portal and generate great CX, I would recommend the following:
If you would like additional functionality of Customer Portal outside of case management and knowledge base searching, this also possible but requires custom development. Sugar is a very flexible platform, and you can implement any of your ideas.
I hope this helps you.