iService includes features for building custom support portals, or engagement centers, for  your customers and prospects. The portals are designed to be used by anonymous users and customers. Anonymous users can browse and search the iService knowledgbase for answers to their questions, and submit new questions if they don't find an answer. Customers can log into the portal and rate and subscribe to articles for email updates. Customers can also view their history,  management their subscriptions, and update their customer profile.

 

The endpoints within the findanswers API form are used to manage the content for the knowledge base (KB). The articles within the KB are saved as interactions in the iService database and use the same structure as other interactions, including a subject, topic and body. The other features within the customer engagement centers are built using the existing APIs for subscriptions, history, and tickets.

 

Visit the iService Support Center to see a functioning example of a customer portal.

 

 

 

Endpoints

 

The customer portal (webapp-​api-​findanswer) endpoints include:

 

For managing articles

 

manage – Displays article list in Manage KB Articles page.

 

details – used to get article details for a single article.

 

create – used to add/create an article.

 

delete – used to delete an article.

 

search - used to display  all KB articles in the database.

 

modify – used to update/modify an article.

 

 

For displaying and rating articles in a customer portal

 

topics - used to see topics that are available to a customer.

 

articles - used to see KB articles

 

subscribe - used to subscribe to a certain KB article

 

feedback - used to provide feedback on a KB article

 

 

For creating a customer ticket in a customer portal

 

portal - AAQ Properties -

 

Portal - AAQ Submit -

 

 

For displaying customer history in a customer portal

Note that a separate API is used for customers to view their own history. Agents view history using the webapp-api-history?api=details endpoint.

 

portal - My History -

 

aaq -

 

 

For managing contact details in a customer portal

 

mydetails -

 

mydetailsset -

 

 

For managing subscriptions in a customer portal

 

mysubscriptions -

 

mysubscriptionsset -