Customer Portal enables your customers to request work and view the details of work already performed at their location(s). Customer Portal can be tailored to your business needs providing a positive customer experience. The Customer Portal sends work requests, either as a guest or as an invited signed in user to the portal from your website or a shared URL. A guest portal user submits the request for service as a new customer, new location, or new contact with a system match to avoid duplicate entries. In the second case, the signed in portal user will have the ability to submit new requests as well as retrieve relevant information such as request status, job status, job details and related locations.
The goal is to be able to receive work requests from your customers, process them, and take further action in the form of new jobs based on those requests. Additionally, you will be able to brand the customer portal in terms of wording, color scheme, and information displayed by the portal. It will also provide security to manage which customer contacts have access to their portal relevant information.
To better understand the function of the Customer Portal, a few important terms must be defined first. Understanding these terms will provide a better implementation of the Customer Portal feature. For the purposes of this documentation, please refer to the following:
- Client: a paying FieldAware customer
- Customer: a client of a paying FieldAware customer
- Guest: a prospective customer without assigned login credentials within the Customer Portal website
- Portal User: a customer with assigned login credentials, who has been invited through a contact of the customer within the Customer Portal website
For FieldAware clients, being able to receive work requests, process them, and take further action in the form of new jobs and/or quotes based on the requests is the main goal.
Additionally, the client will also have the ability to brand the Customer Portal with clientMspecific wording as well as with information that is to be displayed on the portal. The security to manage which customer contacts have access to relevant portal information is also provided.
Clients can manage which contacts have access to the Customer Portal. With the ability to invite a contact, clients will know exactly who has access to the information within the portal. By accessing the Customer Portal Settings under the Portal Tab, clients can view and manage all uninvited users and all portal users.
Making a request through the Customer Portal can be accomplished in two ways, as a guest user or as an authenticated user.
The Requests tab can be found in the main tab selection at the top of any FieldAware page, next to Jobs & Quotes
With the Request tab open, the Requests List display with any request submitted through the Customer Portal. This list can be filtered and grid columns can be changed.
Select the Locations Tab from any page within Customer Portal to view a list of locations that the Portal User is associated with. The Locations List sorts associated locations by name and customer.