Support Portal Whitepaper translates the features of a dedicated support system tailored to meet organizational needs in the easiest way. It makes tasks simple and smart.

1. Powering
Unlock The Full
Potential of
Your Support
and Help Team
with Portal
Vision Document
Support

3. Contents
Why Organizations Need a Help Support Portal? 4
Benefits of having a Support Portal 7
Meeting Customer Needs with Convenience 4
Easy Access to Documents, Manuals and Other Data 4
Resolve Customer Request or Queries with Ticketing 4
Simplifying Latest System Update Notification 7
Automated Conversation with Bots 7
Build your own community 7
Other Benefits of a Help & Support Portal 11
Portal is Limitless! Explore it the most 12
Set up Agents for Success 11
Facilitate Teamwork 11
One Solution for Voice, Chat and Email 11
Turn Any Device Into a Phone 11
Turn Interactions Into Insights 11
Emails & Calls are Time Taking and Needs Manual Efforts 5
Automation of the customer handling process 5
Vision Document 3Support Portal
Ticketing System: Personalizing Interactions 8
Benefits of Ticketing System: 9
Efficiency in Handling Customer Communications 9
Routing Requests to Experts 9
The Speedster to Resolve Customer Requests 9
Dealing Customers With Professionalism 9
Automated Updates to Customers 10
Records of previous communications with each customer 10
Statistics and Analytics Possibilities 10
Prioritizing Customers First 9

4. Vision Document 4Support Portal
Why Organizations Need a Help and
Support Portal?
Meeting Customer Needs with Convenience
Customers posses a need to have complete knowledge of the product or ser-
vice they consume or operate. Whenever they are stuck or seek help in han-
dling these enterprise offerings, it becomes necessary for them to reach the
enterprises and get their queries resolved. This way, they can come up with
their questions and queries anytime, which are supposed to be met.
Dealing with these manually through calls and emails consumes a lot of time
along with resources. Even then, it is difficult to render complete satisfaction
and efficiency. A portal automates this process and enables the users to get
help any time they want. It also has a knowledge base that is accessible to
users.
Easy Access to Documents, Manuals and Other Data
There are certain utility documents that are necessarily required for custom-
ers, like user guides, product manual, setup guides and many others. Custom-
ers needs to access these documents and also keep them safe and secure. In
the absence of a dedicated portal, they often misplace such documents. But
with the portal, they will be able to locate this information right on the portal
and access it directly by logging in. Admin can also design the Help & Support
Portal that has some general documents available to users without logging in.
Resolve Customer Request or Queries with Ticketing
When clients have their engagements with enterprises, it is quite obvious for
them to have some questions, queries, request or complaints. When manage-
ment of these customers is operated manually, the process of handling these
customers becomes complex and requires more manpower.

5. Emails & Calls are Time Taking and Needs Manual Efforts
Vision Document 5Support Portal
When the customer interaction is managed on the call, emails and office visits,
there’s a lot of inconvenience. It also exhausts time and resources of customers
and employees. In certain cases, organizations have to setup a separate de-
partment to respond to such emails and calls. Here, ticketing system of portal
can help organizations to smoothen the process and trim down the resources.
Portal replaces these emails and calls with an efficiency oriented operation
driven by its easy ticketing system as well as live chat options.
Automation of the Customer Handling Process
The best feature of a Help and Support Portal is the automation in general opera-
tions that most organizations are handling manually. A well-designed portal can
manage numerous customer engagement activities that are managed automati-
cally by the portal. Chatbots, auto information updation and various other features
automate your enterprise operations by managing customer interaction without
human intervention. It also keeps the latest product updates and product related
information that is available 24*7 to customers and can be accessed from the
portal.
Moreover, when the number of customers rises, situations gets out of control.
A portal facilitates organizations to empower their customers by giving them
a direct access to submit tickets. Employees can address these tickets
instantly and resolve customer requests within a short span.

6. Features that are needed in a Support Portal
also Suffice Your Business Processing
Needs by Having Better Understandings
and Insights of Customer Requirements

7. Vision Document 7Support Portal
Build Your Own Community
A dedicated Help and Support Portal enables customers to engage in discussions with your team and
each other. They can ask and answer questions, suggest and comment on ideas, file and solve prob-
lems, all through a common platform. Setting up personal user community of your enterprise brings a
platform for interactive communication that betters the relationship and bonding between customers
and employees.
Simplifying Latest System Update Notification
Often it happens that there are certain maintenance work under process. At this time, users face
technical issues if they try operate the system and drive its features. Another issue that users face is,
difficulty to operate the system after a change/update of certain features and functionalities as well
as addition of new features.
Automated Conversation with Bots
Bots are the most useful tool for enterprises that add unmatchable value to assist their customer base.
It automates the process while taking your manpower away from the first door. While developing a
portal that will render support to your customers or clients, live chat integration proves to be a must
have feature. With this, users can get answers of their required information and assistance from the
chats, which are handled by bots at the backend. These bots are capable enough to handle all your
customer queries. For the requests or queries that are complex and need involvement of an employee,
chatbot will escalate the conversation to them via email or other system decided medium.
Minimize the queries and request load and enable customers to self-serve.
Save manpower and drive them to other productive involvements.
Render complete satisfaction to customers by empowering them with self sufficiency.
Accelerate the customer resolution process that hinders business operations.
Automate the customer query resolution process.
Better your business engagement with community features
Create a cooperative environment where customers collaborate to help themselves.
Benefits of having a Support Portal

8. Vision Document 8Support Portal
TICKETING SYSTEM:
PERSONALIZING INTERACTIONS
For questions that need personal attention, customers can submit tickets
from the dedicated portal from Help and Support. It allows the customers
to raise their queries, requests, and complaints through the ticketing
system and forward it to the enterprise employees. These employees can
also address these tickets directly through the portal and meet their
needs. They can also track their tickets' statuses or respond to your team's
comments from the same interface.
Benefits of Live Chat option Powered by Chatbots:
Faster problem resolution
Customer convenience
Proactive outreach
Discover customer pain points
Reports and analytics
Improve customer service and loyalty
Reduce expenses and betters conversion rates.
Increase sales by providing full product information.

9. Vision Document 9Support Portal
Benefits of Ticketing System:
Efficiency in Handling Customer
Communications
Ticket system of Help and Support Portal
facilitates organizations to respond to cus-
tomer requests with lesser efforts than any
other customer resolution systems.
Increased efficiency means, specific atten-
tion to assist and take care of of your cus-
tomers’ requests. Most importantly, this effi-
ciency also includes minimum mistakes,
which will make your customers grateful for
this.
The Speedster to Resolve Customer
Requests
Here, the ticketing system combines a
streamlined organizational conversion pro-
cess with efficiency to create speed. This
enables organizations to respond to
requests quickly, even with less support
staff.
It is reasonable that customers expect their
support requests to be answered at the ear-
liest. For certain cases, they may wait for few
minutes, or even for a couple of hours, but
they also don’t want to wait for days or even
longer.
Prioritizing Customers First
A ticketing system prioritizes requests from
customers and implants an interactive
communication platform where employees
and customers can connect. This system
can be designed in a way that crucial
requests from customers would be ad-
dressed first and would be placed prior to
than other tasks.
Dealing Customers With
Professionalism
The value of professionalism in the world of
business is more than just a discipline and it
has huge importance. Customers will never
indulge into business with a company if
they don’t treat them professionally.
Routing Requests to Experts
Every customer has different needs and
each of your support executive has a differ-
ent area of expertise. Ticketing facility allows
enterprises to make use of specialties of
their employees. It also helps organizations
to identify speciality of each employee, and
supplement that expertise with extra train-
ing. Help and Support Portal can allow cus-
tomers to select the topic for their request
that will routed to the specified expert em-
ployee. If a customer chooses a wrong cat-
egory, the employee who gets the request
can reroute it to the proper person who has
better grip about the subject. This way, cus-
tomers will be appreciative of the process,
even if they are unaware about it, as the
system will them in getting helpful answers
that are quick and accurate every time.

10. Vision Document 10Support Portal
Automated Updates to Customers
Customers have a choice and right to know
what’s going on in the organization. A ticket-
ing system can update customers auto-
matically when there is a necessary update.
It will directly send notification to their
account system, in case of new briefings or
updates from the organization.
Records of previous communicat-
ions with each customer
Customers don’t like to repeat same thing
again and again. But with the help of a tick-
eting system, organization can track all pre-
vious communications that they had with a
customer. It also assists them to identify
whether the customer is facing the same
issue again. This provides the employees
with a handy and helpful information that
prevents them from asking many questions
from the customer repeatedly. It also saves
time and money for you and your custom-
ers.
Statistics and Analytics Possibilities
Apart from keeping records of actual com-
munications, enterprises can also ask ques-
tions, feedbacks or conduct surveys on cus-
tomers at the end of support session. It will
enable the organizations to collect data
and perform analysis on different factors
like, how supportive your support team is
and how happy your customers are with
your support system. This also helps organi-
zations to generate reports on most fre-
quently asked questions, common queries
and major stages where customers gets
stuck.
Various outfashioned ways, email support
systems, and other manual support sys-
tems, give off a feeling of unprofessionalism.
Whereas, a well-designed ticketing system
will be seen as improvised and advanced
approach. When an organization ensures
that all the probable customer questions
and queries are enlisted and customers are
able to send their request through tickets, it
renders complete satisfaction to them.

11. Vision Document 11Support Portal
Other Benefits of a Help & Support Portal
Set up Agents for Success
With Help and Support Portal, native screen
pops give your agents instant access to contex-
tual Portal data, including the caller’s user
record and tickets. This empowers agents to
provide personalized interactions and elimi-
nates the need to ask time-consuming or repet-
itive questions.
Turn Any Device Into a Phone
The web real-time communication facility, turns
your employees’ web browser into a phone.
Thus, Portal enables agents to respond to cus-
tomer requests from any location. It also elimi-
nates time taking procedures like hardware,
maintenance and set-up time, while allowing
enterprise to focus on organization’s resources
to deliver exceptional customer service.
Turn Interactions Into Insights
Every interaction matters. That’s why, for each
interaction to render any help and support, Sup-
port Portal saves the interaction details. This
enables you to leverage Portal reporting to gain
visibility into the entire customer journey.
Facilitate Teamwork
Sometimes it takes more than one agents to
help your customer. Support Portal makes it
easy for multiple agents to collaborate. When
selecting a colleague to transfer a call to, an
agent can see an individual’s real-time pres-
ence along with their status and activity indica-
tors, current interaction count and estimated
wait time. With this information, the first agent
can ensure that the second agent is available or
that the queue is not overwhelmed; so your cus-
tomer doesn’t get transferred into a black hole.
One Solution for Voice, Chat and
Email
In an enterprise, agents handle phone calls,
email messages, office visits —or a combination
of these channels—and need to run multitasking
management on these channels at a moment’s
notice. Support Portal is a unified solution that
supports omnichannel interactions directly
within Portal. It leverages robust Portal function-
ality, such as prompt responses and interaction
history.

12. Vision Document 12Support Portal
A support portal comes with endless possibilities that enterprises can explore while making it the most
dynamic feature.
Enable your Help and Support Portal so that you can begin customizing it.
Follow the steps below to set up and configure your organization’s Support Portal.
Portal is Limitless! Explore it the most
Step 1. Enable Your Help and Support Portal
Configure the settings and communication templates of your Help and Support Portal.
Step 2. Enabling Help and Support Portal Login and Settings
Customize the fonts and colors of your organization’s Portal pages to match your
organization’s branding.
Step 3. Customize Your Help and Support Portal Fonts and Colors
Optionally, choose tabs and the order in which they display to Help and Support Portal users.
Step 4. Customize Your Portal Tabs
Define page layouts for your Help and Support Portal.
Step 5. Customize Your Portal Pages
Review set up tips and considerations for your Help and Support Portal pages.
Step 6. Review Setup Tips and Considerations for Portal Pages
Customize the list views available to Portal users.
Step 7. Customize List Views
Customize the search layouts available to Help and Support Portal users.
Step 8. Customize Search Layouts
Set up case assignment rules to automatically assign cases created by portal users to Sales-
force users and queues.
Step 9. Set up Case Assignment Rules
Create workflow alerts to automatically respond to portal users when they create a case on
your Customer Portal.
Step 10. Create Workflow Alerts

13. Set up specific user functionality before enabling users to access your Customer Portal.
Step 11. Configure User Access to the Customer Portal
Set up the level of access high-volume portal users have to objects in your Customer Portal.
This is only necessary if you plan on using high-volume portal users.
Step 12. Grant High-Volume Portal Users Access to Objects’ Records
Choose which Salesforce users can access records owned by high-volume portal users. This
is only necessary if you plan on using high-volume portal users.
Step 13. Share Records Owned by High-Volume Portal Users to Salesforce Users
Turn on your Customer Portal for users.
Step 14. Enable Your Customer Portal for User Login
Add the Customer Portal Login URL to your organization’s website so that your customers can
navigate to the portal.
Step 15. Add the Customer Portal URL to Your Organization’s Website
Enable your customers to use your Customer Portal and provide them with a Customer Portal
username and password.
Step 16. Enable Contacts and Person Accounts to Use Your Customer Portal
Vision Document 13Support Portal

14. Case
Details
A
Contact Module User
Authenticate
User
CRM
Customers
Website
Portal SignUp Authenticate
User
Verified User
Portal Login
Yes
Yes
Issue Solved?
General Case
Added in CRM
Solution Related
to Case
A
Reopen Case &
Add Query
Case Closed
Feedback
Add
Comments
Add Probable
Solution
Case Assigned
to CRM User
CRM User
CRM
No
Customer
Concerns
Find Solution from
Knowledge Base
YesNo
No Solution Found?
Make KB
Compulsory?
Customer
Satisfied
Customer
Satisfied

15. Engage
Smarter.
Add Value to Your
Support System Base
Through CRMJetty Portal.
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