2. Add Content and Data for Customers
Step 2: Add Content and Data
A) Adding Content into your Portal
Your customers should think of your portal as an important resource to get help and find information and files. Upload your content into the following modules:
- Articles:
Want to create a knowledge base for FAQs or a blog for product updates? The Article Module allows you to post long-form text documents in a blog format. - Document Library:
Need to store company information, product presentations, or tutorial videos somewhere? The Document Library it allows you to organize a wide range of content into folders and share them with specific users. - Ideas and Community Forums:
Do your customers have ideas and suggestions but don’t know where to share them for feedback? Let customers brainstorm with the Idea Module and allow them to promote the best thoughts by voting ideas up or down. You can also use the Community Forums Module as an area for allowing customers to ask questions and interact with one another. - Training Module:
Want to train your customers or onboard them for your latest product line? Social eLearning is an add-on module that allows you to easily create courses, lessons, and quizzes, as well as assign them to specific users.
B) Adding Data into your Portal
You can also easily store complex data, such as product or contact information, within your portal.
If you have launched a Customer Portal that is integrated with Salesforce or Microsoft Dynamics, your basic Objects (e.g. Account, Contact, Case, Case Comments, Solutions) will already be imported into your portal.
Importing Additional Salesforce Objects or Microsoft Dynamics CRM Entities
If you wish to add more Objects into your portal, Magentrix supports Importing Additional Force.com Objects and Importing Additional Dynamics Entities.
If you have launched a Customer Portal that is not integrated with any external CRM database, your instance will already have pre-configured Entities (such as Accounts, Contacts, Tickets, and Articles). You can create and customize additional Magentrix Entities, if needed.
Creating an Entity
Magentrix is built and based on Entities, which are SQL-like databases shown in a tabular format. These Entities are equivalent to Salesforce Objects and are highly customizable. You can easily edit an Entity's Page Layout through a drag-and-drop interface and add Fields, Elements, Buttons, or a Related List. See About Magentrix Entities and Page Layouts for more information.
C) Setting Up Case Management
Your portal will already have a Case Management module set up for your customers to start submitting help tickets.
If you want to prevent customers from submitting repetitive help tickets and cases, use Case Deflection to help them find existing solutions to their problems before filling out a help ticket form. Contact us for more information on enabling Case Deflection for your portal.
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