iService includes two customer engagement centers that have different designs. The forms can be customized using the Configure Customer Portals page. The Treeview Portal emphasizes the knowledge base, and displays articles using the hierarchical topic tree within your business segments. The Tabs Portal provides a completely customizable support home page as the primary focus. The knowledge base articles are included within tabs with the same level of emphasis as the other sections of the portal. Examples of each portal type are shown below. You can modify them using the Configuration Options explained in this chapter.
In addition to the builtin portals, you can also create your own customer engagement center using any of the concepts from these examples. For guidance on building a custom portal, contact your iService account manager.
The Treeview portal presents your knowledge base using the topic trees that are part of your website. The landing page emphasizes the organization of articles by topic and presents a list of articles as the primary focus of the site. The forms for question submission and history are included in tabs next to the knowledge base (Ask a Question and My Inbox). The My Details and Subscriptions content is accessed from the My Account / login menu.
An example of the Treeview portal
The contact details and subscriptions are presented as part of the login panel after the user authenticates.
The Tabs portal presents your knowledge base using a tabbed interface that places articles within separate tabs by topic. In this example, all of the content is is shown as part of the same horizontal menu structure.
Example of the Tabs Portal
The Tabs version of the portal includes a Support Home tab where you can create your own content. An example support home page is below.
This tab is used to add custom content into the support portal, such as your website header and footer. You can paste HTML directly into the text areas for insertion into the appropriate part of the portal.
The Tabs portal has an additional text area for adding content to the Support Home landing page.
Adding Support Home page Content
The content appears under the menu banner of the tabs portal, as shown below.
1 - Login / Register - The login panel is required if you want your customers to access their mailing subscriptions, history or profile information. Disabling the login panel will also disable those three switches.
2 - My Subscriptions - If you enable login, you can include your subscription panel within the portal. This include mailing lists, mailing campaigns, and KB articles to which the customer has subscribed.
3 - Access History - If you enable login, you can include interaction history within the portal. This provides a My Inbox tab for the customer where they can view all of the their interaction.
4 - Update Profile - If you enable login, you can include a My Profile section in the portal where customers can access their contact information. They will only see contact properties that are customer viewable. They will only be able to edit or delete properties that are both customer viewable and customer editable. The viewable and editable settings are configured in the Contact Properties Settings page.
5 - Support Home - This is only available in the Tabs portal. This adds a home page to the portal as the first tab that can include custom content. The content for this tab is added within the Header / Footer Content settings tab.
6 - Knowledge Base - You can display knowledge base articles in the portal. If you are not using the knowledge base, turning of this switch will remove that section of the portal.
7 - Ask a Question - The Ask a Question form is a special contact us form that integrates all of your topics, interaction properties, and knowledge base articles into a single form. Users are presented a list of topics automatically generated from your topic tree based on their access rights (public, private, segment). When a topic is chosen, associated interaction properties are presented and required properties must be completed before entered. In the Tabs portal, the form will also present a list of potential answers from articles associated with the selected topic.
8 - Live Chat - Enable this switch to add a chat button to your portal. By default, the builtin chat form is used. You can use a custom iService chat form by entering the URL for the chat window here.