Customer self-service for Sales Customer Relationship Management
Support your business-to-business customers by enabling self-service capabilities through the Business Portal to create and manage orders and submit order issues and requests.
Business Portal overview
The Business Portal is a self-service web portal that supports your business-to-business (B2B) customers by providing integrated access to knowledge articles, community forums, service catalogs, and chatbots. It’s based on Customer Service Management (CSM) and built using configurable widgets.
- Browse products, create orders, or request for quotes (RFQ).
- Create and view cases for their orders.
- View order and order case details, such as the order status.
- View and track the list of product inventories associated with your account.
- Manage products or services using service catalogs.
Key benefits
- Make order management features that your sales agents use available directly to your B2B customers
- Reduce customer dependency on customer service agents for routine order inquiries and for raising order issues such as quantity or address disputes
- Improve issue resolution time and customer satisfaction
- Preserve items and configurations added to the cart
- Add order instructions while placing an order
- Download cart summary in PDF format for stakeholder review
- Review terms and conditions, specify shipping and billing addresses before placing an order
Business Portal users
| User | Description |
|---|---|
| Admin | Manages and administers the Business Portal, installs new plugins to enable new features. |
| Customers | B2B customers browse products catalog, order products, create request for quotes, order cases to request changes to orders and order line items, view quotes and order case details. |
Sales agents do not directly use the Business Portal, but work on orders, order cases, and RFQs submitted through the Business Portal from the CSM Configurable Workspace. Depending on the process for orders, order cases, RFQs, the agents work on their assignments and work with the customers to provide resolution. For example, they review RFQs, convert RFQs to quotes, apply price adjustments, and return the quote to the customer for approval.