Improving Customer Self-Service: Analyst Research and On-Demand Webcast
May 8, 2006
Are you creating great customer experiences? According to research firm Yankee Group, customer service is one of the few differentiators that a company possesses. And, self-service is increasingly the customer's first choice for interacting with your business. Join us for a complimentary on-demand Webcast ‘Five Steps to Improving the Customer Self-Service Experience' including myself as host, Wendy Close, Salesforce.com CRM Success Expert; Yankee Group Director of Customer-Centric Strategies Sheryl Kingstone; and salesforce.com customer Steve Petrofsky, VP of Support Services at m-Qube. Learn 5 key steps for creating great customer self-service experiences from auditing your current service and support operations to developing a 360-degree, real-time, cross-channel view of the your customer. And, hear how m-Qube deployed Salesforce Service & Support to immediately scale its support center to handle more than 10,000 inquiries a week without adding any new staff. View the Five Steps to Improving the Customer Self-Service Experience Webcast now and get Latest On-Demand Software Eases Self-Service Experience, a Yankee Group research report by Sheryl Kingstone, compliments of salesforce.com. The Webcast is about 50 minutes of easy listening packed with actionable advice. It is well worth the time for all those with a keen interest in improving customer self service. As always, comments and questions welcome. Have a CRM question? Askwendy@crmsuccess.com.
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Can customers edit their / update their own profile in the self service portal? or do they need to submit a request and then wait for us to update their settings?
Posted by: Customer | May 12, 2006 at 12:07 AM
Good question. You can enable a feature of our customer self-service portal called Public Knowledge Base. Public Knowledge Base gives access to solutions without requiring customers to log into the self-service portal. With this feature enabled, anyone can click on the public knowledge base link, search your salesforce.com solution database, and view solutions that have been marked as “Published”. Recommended best practices include: 1) ensure that your published solutions do not contain any sensitive information which you would not like casual visitors on your web site to see. Use solution custom fields to identify solutions for internal use and don’t mark them “Published”. And, 2) embed the Public Knowledge Base HTML code within a link or button on your web site that clearly identifies the content as available for general use (e.g. you might have a link titled “Public FAQs” on your web site which launches the PKB feature).
Or, you can take service and support to the next level by creating a secure, authenticated portal for your customers. This will require your internal Salesforce administer to control which customers have access to your customer self-service portal. To provision your customers as self-service portal users, administers will need the following user permissions: ‘Edit Self-Service Users’, and ‘Manage Self-Service Portal’. To allow a customer to access your self-service portal, you must enable self-service for the customer’s contact record or you can perform mass actions for self-service user management such as enabling self-service access for many contacts at once. Each contact must have an email address and must be associated with an account to be a self-service user.
Let me know if you have further questions. Wendy Close, CRM Success Expert, Salesforce.com.
Have a CRM question? Askwendy@crmsuccess.com
Posted by: Wendy Close | May 15, 2006 at 01:16 PM
Thank you for your reply, specifically I am wondering if a self-service "Super User" would be able to edit their own contact record, custom fields and or standard fields, such as, for example "Preferred Seating"
The help & Training states:
A self-service "Super User" will have the ability to view case information, add comments, and upload attachments for all cases submitted by anyone in his or her company to the Self-Service Portal.
Which makes no mention of this, unless we create a case type onlong the lines of "request change of preferred saeting" is this correct?
Posted by: Customer | May 15, 2006 at 01:49 PM
yes your correct. Wendy
Posted by: Wendy Close | October 27, 2006 at 06:23 PM