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Check out these 4 benefits</a></li>\n<li><a href=\"#right-platform\" target=\"_self\">How do you choose the right self-service platform?</a></li>\n<li><a href=\"#discover\" target=\"_self\">Discover more ways to elevate your self-service game</a></li>\n</ul>\n","anchor_id":""},"path":"/service/customer-self-service/portals","urlLoc":"us","curHref":"/service/customer-self-service/portals/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1715617265356_ehk","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"What is a customer self-service portal?","headline_size":"h2","description":"<p>A customer self-service portal is a branded website that allows customers to access information, perform tasks, and find solutions to their queries or issues without requiring direct assistance from a service agent. Typically, these portals are authenticated, meaning customers need to log in. Key features may include:</p>\n<ul>\n<li><strong>Account management tools</strong>: Customers can view and manage their account information, update personal details, and track transaction history.</li>\n<li><strong>Knowledge base</strong>: FAQs, tutorials, and <a href=\"https://www.salesforce.com/blog/how-to-write-a-knowledge-base-article/\" target=\"_blank\">knowledge base articles</a> enable customers to find answers to common questions and troubleshoot issues.</li>\n<li><strong>Task management</strong>: Enable your customers to complete tasks on their own, like applying for a credit card, submitting a loan application, or monitoring the status of a support ticket.</li>\n</ul>\n<p>Together with a help center and <a href=\"https://www.salesforce.com/blog/customer-service-star\" target=\"_blank\">customer community</a>, a customer self-service portal is one of three key self-service channels you may want to adopt. 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Check out these 4 benefits.","headline_size":"h2","description":"<p>Self-service isn’t just good for your customers — it’s good for your business, too. Here are just a few of the ways that a customer self-service portal can add value:</p>\n<p><strong>1. Deflect more cases by giving customers the right information, fast</strong></p>\n<p>A customer self-service portal offers detailed answers to popular topics like order history and loyalty status, increasing case deflection and driving revenue back to your business. Self-service also aligns with customers’ preference for solving simple problems on their own, which can boost key <a href=\"https://trailhead.salesforce.com/content/learn/modules/service_metrics\" target=\"_blank\">service metrics</a> like <a href=\"https://www.salesforce.com/blog/customer-satisfaction-score/\" target=\"_blank\">customer satisfaction score</a>, <a href=\"https://www.salesforce.com/blog/customer-effort-score-cracks-the-top-5-most-measured-service-metrics/\" target=\"_blank\">customer effort score</a>, and <a href=\"https://www.salesforce.com/blog/customer-effort-score-cracks-the-top-5-most-measured-service-metrics/\" target=\"_blank\">Net Promoter Score</a>.</p>\n<p>Be sure to include links in your portal to other support channels – your help center, your customer community, and your service agents – so customers can quickly access help if they can’t solve their issue on their own. Embedding a <a href=\"https://www.salesforce.com/agentforce/chatbot/\" target=\"_self\">customer service chatbot</a> is also a great way to support your customers on their self-service journey.</p>\n<p><strong>2. Personalize the customer experience</strong></p>\n<p>A logged-in, authenticated experience that reflects a customer’s interactions with your company is more personal than a public site open to everyone.</p>\n<p>This is where the <a href=\"https://www.salesforce.com/data/\" target=\"_self\">power of data</a> gives you a major advantage. In your portal, you can address each customer by name and display a record of their past purchases. You can serve up relevant offers based on their activity history, such as perks and reward programs they might qualify for.</p>\n<p>By surfacing recommended actions relevant to each user’s experience, you can use your self-service portal to deliver <a href=\"https://www.salesforce.com/blog/proactive-customer-service/\" target=\"_blank\">proactive support</a> so your customers can complete common tasks in less time.</p>\n<p><strong>3. Give agents time to focus on bigger issues</strong></p>\n<p>A customer self-service portal takes care of common, routine questions and concerns. The more customers use your portal, the more adept they become at solving similar issues in the future. This allows agents to devote their time to customers who require more assistance.</p>\n<p><strong>4. Deliver 24/7 support while keeping costs low</strong></p>\n<p>One of the primary advantages of a customer self-service portal is its round-the-clock availability. Customers can access information, submit inquiries, and resolve issues at any time, eliminating the constraints of traditional business hours.</p>\n<p>This level of accessibility caters to the diverse schedules of today's consumers, providing them with the freedom to engage with your brand when it suits them best. This convenience contributes significantly to customer satisfaction and loyalty — all while delivering substantial cost savings.</p>\n","anchor_id":"benefits"},"path":"/service/customer-self-service/portals","urlLoc":"us","curHref":"/service/customer-self-service/portals/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1715883834770_toi_472505","name":"sf/promotion","attributes":{"blade_layout":"float_image","audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Dig into our latest customer service research.","description":"<p>High-performing service organizations are using data and AI to generate revenue while cutting costs — without sacrificing the customer experience. 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Here are the must-have features that will make your portal as efficient, effective, and user-friendly as possible.</p>\n","anchor_id":"right-platform"},"path":"/service/customer-self-service/portals","urlLoc":"us","curHref":"/service/customer-self-service/portals/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1717796258154_ehs","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Make it intelligent","headline_size":"h3","description":"<p>Your customer self-service portal should be powered by <a href=\"https://www.salesforce.com/service/ai/\" target=\"_self\">generative AI</a>. Here’s why:</p>\n<ul>\n<li>AI can recommend groups, experts, and files based on the customer’s preferences and previous actions.</li>\n<li>AI can highlight related questions, articles, and topics based on what your customer is currently viewing.</li>\n<li>AI can increase customer satisfaction by surfacing the most relevant answers faster.</li>\n</ul>\n<p>Social interactions strengthen relationships with current customers, attract new ones, and help the business get a better feel for common issues.</p>\n"},"path":"/service/customer-self-service/portals","urlLoc":"us","curHref":"/service/customer-self-service/portals/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1719941558922_8ht","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Choose a platform that’s easily customizable","headline_size":"h3","description":"<p>Can you customize the portal yourself, or will you need to hire experts to customize it for you? That gets expensive — and can be tough to maintain. You should be able to update your portal or community in no time using clicks instead of code.</p>\n<p>For example, you can use Experience Builder to style your site, create and customize pages, and deliver a personalized experience for your customers. It’s a low-code way to get your portal up and running in no time.</p>\n<p>You can also use <a href=\"https://help.salesforce.com/s/articleView?id=release-notes.rn_service_catalog.htm&release=244&type=5\" target=\"_blank\">Service Catalog</a> to curate a list of common business practices and expose those workflows directly to the portal with drag-and-drop functionality — making it easier to deliver <a href=\"https://www.salesforce.com/service/customer-service-automation/what-is-automated-customer-service/\" target=\"_self\">automated customer service</a>.</p>\n"},"path":"/service/customer-self-service/portals","urlLoc":"us","curHref":"/service/customer-self-service/portals/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1719941606906_11qm","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Keep your data unified","headline_size":"h3","description":"<p>Your data is your most valuable asset, so don’t make the mistake of scattering it across a patchwork of incompatible systems. With a <a href=\"https://www.salesforce.com/data/\" target=\"_self\">unified platform</a>, you should be able to transfer data seamlessly back and forth between your <a href=\"https://www.salesforce.com/crm/\" target=\"_self\">customer relationship management (CRM) system </a>and customer self-service portal. That way, any changes made by your customer will be automatically reflected in your CRM system.</p>\n"},"path":"/service/customer-self-service/portals","urlLoc":"us","curHref":"/service/customer-self-service/portals/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1719941011244_pm2","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Discover more ways to elevate your self-service game","headline_size":"h2","description":"<p>When self-service is done right, it’s a win-win: your customers can resolve problems faster, and your agents can focus their time and attention on more complex issues.</p>\n<p>The tips outlined in this blog can help you get there — but that’s just the beginning. If you’re looking for more ways to refine your approach to self-service, <a href=\"https://www.salesforce.com/resources/guides/self-service-checklist/\" target=\"_self\">this free checklist </a>identifies the 30 essential elements of a great self-service experience.</p>\n<p></p>\n","anchor_id":"discover"},"path":"/service/customer-self-service/portals","urlLoc":"us","curHref":"/service/customer-self-service/portals/","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1668667220025_8dd_4725011","name":"sf/nup","attributes":{"link_location":"below","audience_segment":["prospect","customer"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","card_type":"sf/resource","card_layout":"Standard","card_description_visibility":false,"card_image":true,"card_eyebrow_visibility":true,"card_link_visibility":true,"headline":"Keep up with the latest service 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(A Beginners Guide)" data-module-position="1" data-module-type="headline"> <div class="image__wrapper "> <img loading="eager" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/customer-satisfaction-marquee-1680x1120-1.webp?w=1024" class="image__asset" alt="Man on phone as a satisfied customer" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/customer-satisfaction-marquee-1680x1120-1.webp?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/customer-satisfaction-marquee-1680x1120-1.webp?resize=300,200 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/customer-satisfaction-marquee-1680x1120-1.webp?resize=768,512 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/customer-satisfaction-marquee-1680x1120-1.webp?resize=1024,683 1024w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/07/customer-satisfaction-marquee-1680x1120-1.webp?resize=1536,1024 1536w" height="683" width="1024"/> <div class="social-sharing__wrapper"> <div class="social-sharing" data-component="social-sharing"> <ul class="social-sharing__nav"> <li class="social-sharing__item share-the-story-text"> <p>Share the story</p> </li> <li class="social-sharing__item"> <a href="https://www.linkedin.com/shareArticle?mini=true&url=https://www.salesforce.com/service/customer-self-service/portals/&title=What Is a Self-Service Portal? 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(A Beginners Guide) </h1> <div class="blade__description"> <p>Most customers want to resolve simple issues on their own. Here’s how to choose a <a href="https://www.salesforce.com/service/customer-self-service/" target="_self">customer self-service portal</a> that will help your customers help themselves.</p> </div> <div class="social-sharing__wrapper"> <div class="social-sharing" data-component="social-sharing"> <ul class="social-sharing__nav"> <li class="social-sharing__item share-the-story-text"> <p>Share the story</p> </li> <li class="social-sharing__item"> <a href="https://www.linkedin.com/shareArticle?mini=true&url=https://www.salesforce.com/service/customer-self-service/portals/&title=What Is a Self-Service Portal? 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But how do you know if your customer self-service portal is delivering a next-level <a href="https://www.salesforce.com/blog/what-is-customer-experience/" target="_blank" class="link__new-tab">customer experience<img class="link__new-tab-icon" alt="Opens in a new window"></a>?</p> <p>Let’s take a few minutes to review what self-service portals are, why they matter, and how to choose the right platform to meet your needs. (If you’d like to skip ahead, just use the table of contents to jump to whichever section interests you the most.)</p> </div> </article> </div> </section> </div><div data-blade-id="1715379956022_vu9" data-blade-position="3" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1715379956022_vu9" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715379956022_vu9" data-module-name="" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> </header> <div class="blade__description"> <h2><strong>Table of contents</strong>:</h2> <ul> <li><a href="#self-service" target="_self">What is a customer self-service portal?</a></li> <li><a href="#benefits" target="_self">Why are self-service portals important? Check out these 4 benefits</a></li> <li><a href="#right-platform" target="_self">How do you choose the right self-service platform?</a></li> <li><a href="#discover" target="_self">Discover more ways to elevate your self-service game</a></li> </ul> </div> </article> </div> </section> </div><div data-blade-id="1715617265356_ehk" data-blade-position="4" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="self-service" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715617265356_ehk" data-module-name="What is a customer self-service portal?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> What is a customer self-service portal? </h2> </header> <div class="blade__description"> <p>A customer self-service portal is a branded website that allows customers to access information, perform tasks, and find solutions to their queries or issues without requiring direct assistance from a service agent. Typically, these portals are authenticated, meaning customers need to log in. Key features may include:</p> <ul> <li><strong>Account management tools</strong>: Customers can view and manage their account information, update personal details, and track transaction history.</li> <li><strong>Knowledge base</strong>: FAQs, tutorials, and <a href="https://www.salesforce.com/blog/how-to-write-a-knowledge-base-article/" target="_blank" class="link__new-tab">knowledge base articles<img class="link__new-tab-icon" alt="Opens in a new window"></a> enable customers to find answers to common questions and troubleshoot issues.</li> <li><strong>Task management</strong>: Enable your customers to complete tasks on their own, like applying for a credit card, submitting a loan application, or monitoring the status of a support ticket.</li> </ul> <p>Together with a help center and <a href="https://www.salesforce.com/blog/customer-service-star" target="_blank" class="link__new-tab">customer community<img class="link__new-tab-icon" alt="Opens in a new window"></a>, a customer self-service portal is one of three key self-service channels you may want to adopt. While this article focuses on self-service portals, let’s briefly define the other two self-service channels to differentiate them.</p> <ul> <li><strong>Help centers</strong>: Also known as knowledge bases, a help center is often the first place customers visit when trying to solve their issue. Help centers are repositories of helpful articles and FAQs, and may also include videos or diagrams. Creating a useful help center has become easier with <a href="https://www.salesforce.com/blog/three-ways-service-impact-generative-ai/" target="_blank" class="link__new-tab">generative AI<img class="link__new-tab-icon" alt="Opens in a new window"></a>, which can write the first draft of knowledge articles or FAQs. (Be sure to have a human review any AI-generated content for accuracy before you publish.)</li> <li><strong>Customer communities</strong>: A <a href="https://trailhead.salesforce.com/trailblazer-community/groups/0F93A00000020tYSAQ?tab=discussion&sort=LAST_MODIFIED_DATE_DESC" target="_blank" class="link__new-tab">customer community<img class="link__new-tab-icon" alt="Opens in a new window"></a> is an online hub for peer-to-peer support. Customers come here to share experiences, ask questions, and help one another.</li> </ul> </div> </article> </div> </section> </div><div data-blade-id="1715295883855_1r8_472503" data-blade-position="5" data-blade-name="sf/promotion" data-blade-variant="promotion" data-blade-source="www" data-blade-type="blade"> <section id="1715295883855_1r8_472503" class="relative promotion--blade promotion--left-image" > <div class="container pb-shadow pb-large-corner container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main promotion_layout--float_image theme--light_gradient" data-module-id="1715295883855_1r8_472503" data-module-name="Take the first step with Service Cloud." data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <div class="image__wrapper mobile-pt-0 pb-64 pt-64 mobile-pb-40 mobile-ml-32 mobile-mr-32 promotion_layout--float_image-image_wrapper " > <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/05/allproducts-card.jpg?w=840" class="image__asset" alt="Salesforce mascot Astro standing in a green field, wearing a headset, and holding the Service Cloud pink heart logo." sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/05/allproducts-card.jpg?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/05/allproducts-card.jpg?resize=300,200 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/05/allproducts-card.jpg?resize=768,512 768w" height="560" width="840"/> </div> <div class="content__wrapper pt-64 mobile-pb-8 mobile-pt-40 mobile-ml-32 mobile-mr-32 pb-64 promotion_layout---image-content_wrapper"> <header class="promotion__blade-heading"> <h2 class="pbc-g-text-display-4 mt-0 mb-24 mobile-mb-16" style=" "> Take the first step with Service Cloud. </h2> <div class="blade__description pbc-g-text-body-1-2 mb-48 mobile-mb-32"> <p>Deliver personalized customer service at scale. Bring all of your support needs onto one platform so you can decrease costs while increasing efficiency.</p> </div> </header> <div class="cta_container flex flex--float_image ctas__2"> <pbc-button class="cta_button__wrapper" data-link-text="Learn more" data-link-url="https://www.salesforce.com/service/cloud/" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="primary" data-stacking="default" aria-label="Learn more: Take the first step with Service Cloud." href="https://www.salesforce.com/service/cloud/" > Learn more </a> </pbc-button> <pbc-button class="cta_button__wrapper" data-link-text="Try for free" data-link-url="https://www.salesforce.com/form/signup/freetrial-service/?d=pb" data-link-type="secondary cta" > <a class="cta_button" data-size="" data-variant="secondary" data-stacking="default" aria-label="Try for free: Take the first step with Service Cloud." label="Try for free" href="https://www.salesforce.com/form/signup/freetrial-service/?d=pb" target="_blank" rel="noopener" > Try for free </a> </pbc-button> </div> </div> </article> </div> </section> </div><div data-blade-id="1715380369670_b22" data-blade-position="6" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="benefits" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715380369670_b22" data-module-name="Why are self-service portals important? Check out these 4 benefits." data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> Why are self-service portals important? Check out these 4 benefits. </h2> </header> <div class="blade__description"> <p>Self-service isn’t just good for your customers — it’s good for your business, too. Here are just a few of the ways that a customer self-service portal can add value:</p> <p><strong>1. Deflect more cases by giving customers the right information, fast</strong></p> <p>A customer self-service portal offers detailed answers to popular topics like order history and loyalty status, increasing case deflection and driving revenue back to your business. Self-service also aligns with customers’ preference for solving simple problems on their own, which can boost key <a href="https://trailhead.salesforce.com/content/learn/modules/service_metrics" target="_blank" class="link__new-tab">service metrics<img class="link__new-tab-icon" alt="Opens in a new window"></a> like <a href="https://www.salesforce.com/blog/customer-satisfaction-score/" target="_blank" class="link__new-tab">customer satisfaction score<img class="link__new-tab-icon" alt="Opens in a new window"></a>, <a href="https://www.salesforce.com/blog/customer-effort-score-cracks-the-top-5-most-measured-service-metrics/" target="_blank" class="link__new-tab">customer effort score<img class="link__new-tab-icon" alt="Opens in a new window"></a>, and <a href="https://www.salesforce.com/blog/customer-effort-score-cracks-the-top-5-most-measured-service-metrics/" target="_blank" class="link__new-tab">Net Promoter Score<img class="link__new-tab-icon" alt="Opens in a new window"></a>.</p> <p>Be sure to include links in your portal to other support channels – your help center, your customer community, and your service agents – so customers can quickly access help if they can’t solve their issue on their own. Embedding a <a href="https://www.salesforce.com/agentforce/chatbot/" target="_self">customer service chatbot</a> is also a great way to support your customers on their self-service journey.</p> <p><strong>2. Personalize the customer experience</strong></p> <p>A logged-in, authenticated experience that reflects a customer’s interactions with your company is more personal than a public site open to everyone.</p> <p>This is where the <a href="https://www.salesforce.com/data/" target="_self">power of data</a> gives you a major advantage. In your portal, you can address each customer by name and display a record of their past purchases. You can serve up relevant offers based on their activity history, such as perks and reward programs they might qualify for.</p> <p>By surfacing recommended actions relevant to each user’s experience, you can use your self-service portal to deliver <a href="https://www.salesforce.com/blog/proactive-customer-service/" target="_blank" class="link__new-tab">proactive support<img class="link__new-tab-icon" alt="Opens in a new window"></a> so your customers can complete common tasks in less time.</p> <p><strong>3. Give agents time to focus on bigger issues</strong></p> <p>A customer self-service portal takes care of common, routine questions and concerns. The more customers use your portal, the more adept they become at solving similar issues in the future. This allows agents to devote their time to customers who require more assistance.</p> <p><strong>4. Deliver 24/7 support while keeping costs low</strong></p> <p>One of the primary advantages of a customer self-service portal is its round-the-clock availability. Customers can access information, submit inquiries, and resolve issues at any time, eliminating the constraints of traditional business hours.</p> <p>This level of accessibility caters to the diverse schedules of today's consumers, providing them with the freedom to engage with your brand when it suits them best. This convenience contributes significantly to customer satisfaction and loyalty — all while delivering substantial cost savings.</p> </div> </article> </div> </section> </div><div data-blade-id="1715883834770_toi_472505" data-blade-position="7" data-blade-name="sf/promotion" data-blade-variant="promotion" data-blade-source="www" data-blade-type="blade"> <section id="1715883834770_toi_472505" class="relative promotion--blade promotion--left-image" > <div class="container pb-shadow pb-large-corner container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main promotion_layout--float_image theme--light_gradient" data-module-id="1715883834770_toi_472505" data-module-name="Dig into our latest customer service research." data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <div class="image__wrapper mobile-pt-0 pb-64 pt-64 mobile-pb-40 mobile-ml-32 mobile-mr-32 promotion_layout--float_image-image_wrapper " > <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?w=1024" class="image__asset" alt="Salesforce mascot Einstein showcasing the title slide of the State of Service report." sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?resize=300,300 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/sos-webpromo-1024x1024-1.png?resize=768,768 768w" height="1024" width="1024"/> </div> <div class="content__wrapper pt-64 mobile-pb-8 mobile-pt-40 mobile-ml-32 mobile-mr-32"> <header class="promotion__blade-heading"> <h2 class="pbc-g-text-display-4 mt-0 mb-24 mobile-mb-16" style=" "> Dig into our latest customer service research. </h2> <div class="blade__description pbc-g-text-body-1-2 mb-48 mobile-mb-32"> <p>High-performing service organizations are using data and AI to generate revenue while cutting costs — without sacrificing the customer experience. Find out how in the 6th edition of the State of Service report.</p> </div> </header> <div class="cta_container flex flex--float_image ctas__1"> <pbc-button class="cta_button__wrapper" data-link-text="Get the free report" data-link-url="https://www.salesforce.com/resources/research-reports/state-of-service/" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="primary" data-stacking="default" aria-label="Get the free report: Dig into our latest customer service research." href="https://www.salesforce.com/resources/research-reports/state-of-service/" > Get the free report </a> </pbc-button> </div> </div> </article> </div> </section> </div><div data-blade-id="1717796473733_12ue" data-blade-position="8" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="right-platform" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1717796473733_12ue" data-module-name="How do you choose the right self-service platform?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> How do you choose the right self-service platform? </h2> </header> <div class="blade__description"> <p>Make no mistake: not all customer self-service platforms are created equal. Here are the must-have features that will make your portal as efficient, effective, and user-friendly as possible.</p> </div> </article> </div> </section> </div><div data-blade-id="1717796258154_ehs" data-blade-position="9" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1717796258154_ehs" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1717796258154_ehs" data-module-name="Make it intelligent" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Make it intelligent </h3> </header> <div class="blade__description"> <p>Your customer self-service portal should be powered by <a href="https://www.salesforce.com/service/ai/" target="_self">generative AI</a>. Here’s why:</p> <ul> <li>AI can recommend groups, experts, and files based on the customer’s preferences and previous actions.</li> <li>AI can highlight related questions, articles, and topics based on what your customer is currently viewing.</li> <li>AI can increase customer satisfaction by surfacing the most relevant answers faster.</li> </ul> <p>Social interactions strengthen relationships with current customers, attract new ones, and help the business get a better feel for common issues.</p> </div> </article> </div> </section> </div><div data-blade-id="1719941558922_8ht" data-blade-position="10" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1719941558922_8ht" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1719941558922_8ht" data-module-name="Choose a platform that’s easily customizable" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Choose a platform that’s easily customizable </h3> </header> <div class="blade__description"> <p>Can you customize the portal yourself, or will you need to hire experts to customize it for you? That gets expensive — and can be tough to maintain. You should be able to update your portal or community in no time using clicks instead of code.</p> <p>For example, you can use Experience Builder to style your site, create and customize pages, and deliver a personalized experience for your customers. It’s a low-code way to get your portal up and running in no time.</p> <p>You can also use <a href="https://help.salesforce.com/s/articleView?id=release-notes.rn_service_catalog.htm&release=244&type=5" target="_blank" class="link__new-tab">Service Catalog<img class="link__new-tab-icon" alt="Opens in a new window"></a> to curate a list of common business practices and expose those workflows directly to the portal with drag-and-drop functionality — making it easier to deliver <a href="https://www.salesforce.com/service/customer-service-automation/what-is-automated-customer-service/" target="_self">automated customer service</a>.</p> </div> </article> </div> </section> </div><div data-blade-id="1719941606906_11qm" data-blade-position="11" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1719941606906_11qm" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1719941606906_11qm" data-module-name="Keep your data unified" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Keep your data unified </h3> </header> <div class="blade__description"> <p>Your data is your most valuable asset, so don’t make the mistake of scattering it across a patchwork of incompatible systems. With a <a href="https://www.salesforce.com/data/" target="_self">unified platform</a>, you should be able to transfer data seamlessly back and forth between your <a href="https://www.salesforce.com/crm/" target="_self">customer relationship management (CRM) system </a>and customer self-service portal. That way, any changes made by your customer will be automatically reflected in your CRM system.</p> </div> </article> </div> </section> </div><div data-blade-id="1719941011244_pm2" data-blade-position="12" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="discover" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1719941011244_pm2" data-module-name="Discover more ways to elevate your self-service game" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> Discover more ways to elevate your self-service game </h2> </header> <div class="blade__description"> <p>When self-service is done right, it’s a win-win: your customers can resolve problems faster, and your agents can focus their time and attention on more complex issues.</p> <p>The tips outlined in this blog can help you get there — but that’s just the beginning. If you’re looking for more ways to refine your approach to self-service, <a href="https://www.salesforce.com/resources/guides/self-service-checklist/" target="_self">this free checklist </a>identifies the 30 essential elements of a great self-service experience.</p> <p></p> </div> </article> </div> </section> </div><div data-blade-id="1668667220025_8dd_4725011" data-blade-position="13" data-blade-name="sf/nup" data-blade-variant="nup" data-blade-source="www" data-blade-type="blade"> <section id="1668667220025_8dd_4725011" class="relative nup--blade nup--link_below layout--4 nup--card_resource" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <div class="grid grid_main nup nup__4 nup__gridFour theme--light_gradient"> <header class="nup__blade-heading text--center"> <h2 class="headline" style=" "> Keep up with the latest service trends, insights, and conversations. </h2> </header> <div class="cards"> <article class="card card__1 card__wrapper theme--light_gradient" data-module-track-impressions="" data-module-id="1668667491762_lzs" data-module-name="Find out how Service Cloud helps you deflect 30% of cases." data-module-position="1" data-module-type="card_resource" > <div class="card--card_resource card--generic_card pbc-g-elevation-2 flex border-rad-16 "> <div class="card__image__wrapper"> <a href="https://www.salesforce.com/form/service-cloud/guided-tour/?d=pb" tabindex="-1" aria-label="Find out how Service Cloud helps you deflect 30% of cases." data-link-url="https://www.salesforce.com/form/service-cloud/guided-tour/?d=pb" data-link-type="image" target="_blank"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/Service-ResourceCard-1536x864-x2.jpg?w=1024" class="card__image" alt="Service Cloud guided tour" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/Service-ResourceCard-1536x864-x2.jpg?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/Service-ResourceCard-1536x864-x2.jpg?resize=300,169 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/Service-ResourceCard-1536x864-x2.jpg?resize=768,432 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/Service-ResourceCard-1536x864-x2.jpg?resize=1024,576 1024w" height="auto" width="auto"/> </a> </div> <div class="card__content__wrapper"> <div class="card__copy__wrapper"> <span class="badge blue95 pl-12 pr-12">Guided Tour</span> <h3 class="card__headline mb-16" style=" "> <a href="https://www.salesforce.com/form/service-cloud/guided-tour/?d=pb" data-link-text="Find out how Service Cloud helps you deflect 30% of cases." data-link-url="https://www.salesforce.com/form/service-cloud/guided-tour/?d=pb" data-link-type="header" target="_blank"> Find out how Service Cloud helps you deflect 30% of cases. </a> </h3> </div> <div class="cta_container flex flex--center"> <pbc-button class="cta_button__wrapper" data-link-text="Take the tour" data-link-url="https://www.salesforce.com/form/service-cloud/guided-tour/?d=pb" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="cardText" data-stacking="wideM" aria-label="Take the tour: Find out how Service Cloud helps you deflect 30% of cases." href="https://www.salesforce.com/form/service-cloud/guided-tour/?d=pb" target="_blank" rel="noopener" > Take the tour </a> </pbc-button> </div> </div> </div> </article> <article class="card card__2 card__wrapper theme--light_gradient" data-module-track-impressions="" data-module-id="1668667492859_y68" data-module-name="The Sixth Edition State of Service Report" data-module-position="2" data-module-type="card_resource" > <div class="card--card_resource card--generic_card pbc-g-elevation-2 flex border-rad-16 "> <div class="card__image__wrapper"> <a href="https://www.salesforce.com/resources/research-reports/state-of-service/" tabindex="-1" aria-label="The Sixth Edition State of Service Report" data-link-url="https://www.salesforce.com/resources/research-reports/state-of-service/" data-link-type="image" target="_self"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/SoS-ResourceImage-1200x675-1.jpg?w=1024" class="card__image" alt="State of Service" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/SoS-ResourceImage-1200x675-1.jpg?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/SoS-ResourceImage-1200x675-1.jpg?resize=300,169 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/SoS-ResourceImage-1200x675-1.jpg?resize=768,432 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/SoS-ResourceImage-1200x675-1.jpg?resize=1024,576 1024w" height="auto" width="auto"/> </a> </div> <div class="card__content__wrapper"> <div class="card__copy__wrapper"> <span class="badge blue95 pl-12 pr-12">Report</span> <h3 class="card__headline mb-16" style=" "> <a href="https://www.salesforce.com/resources/research-reports/state-of-service/" data-link-text="The Sixth Edition State of Service Report" data-link-url="https://www.salesforce.com/resources/research-reports/state-of-service/" data-link-type="header" target="_self"> The Sixth Edition State of Service Report </a> </h3> </div> <div class="cta_container flex flex--center"> <pbc-button class="cta_button__wrapper" data-link-text="Get the report" data-link-url="https://www.salesforce.com/resources/research-reports/state-of-service/" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="cardText" data-stacking="wideM" aria-label="Get the report: The Sixth Edition State of Service Report" href="https://www.salesforce.com/resources/research-reports/state-of-service/" target="_self" rel="noopener" > Get the report </a> </pbc-button> </div> </div> </div> </article> <article class="card card__3 card__wrapper theme--light_gradient" data-module-track-impressions="" data-module-id="1670625781948_gt3" data-module-name="See if your self-service experience is adding value to your business." data-module-position="3" data-module-type="card_resource" > <div class="card--card_resource card--generic_card pbc-g-elevation-2 flex border-rad-16 "> <div class="card__image__wrapper"> <a href="https://www.salesforce.com/form/service-cloud/self-service-assessment/?d=pb" tabindex="-1" aria-label="See if your self-service experience is adding value to your business." data-link-url="https://www.salesforce.com/form/service-cloud/self-service-assessment/?d=pb" data-link-type="image" target="_blank"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/svc-self-assessment-tool-OG-Image_1200x675_a27aba.jpg?w=1024" class="card__image" alt="Assessment product screen" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/svc-self-assessment-tool-OG-Image_1200x675_a27aba.jpg?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/svc-self-assessment-tool-OG-Image_1200x675_a27aba.jpg?resize=300,169 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/svc-self-assessment-tool-OG-Image_1200x675_a27aba.jpg?resize=768,432 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/04/svc-self-assessment-tool-OG-Image_1200x675_a27aba.jpg?resize=1024,576 1024w" height="auto" width="auto"/> </a> </div> <div class="card__content__wrapper"> <div class="card__copy__wrapper"> <span class="badge blue95 pl-12 pr-12">Assessment</span> <h3 class="card__headline mb-16" style=" "> <a href="https://www.salesforce.com/form/service-cloud/self-service-assessment/?d=pb" data-link-text="See if your self-service experience is adding value to your business." data-link-url="https://www.salesforce.com/form/service-cloud/self-service-assessment/?d=pb" data-link-type="header" target="_blank"> See if your self-service experience is adding value to your business. </a> </h3> </div> <div class="cta_container flex flex--center"> <pbc-button class="cta_button__wrapper" data-link-text="Take the assessment" data-link-url="https://www.salesforce.com/form/service-cloud/self-service-assessment/?d=pb" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="cardText" data-stacking="wideM" aria-label="Take the assessment: See if your self-service experience is adding value to your business." href="https://www.salesforce.com/form/service-cloud/self-service-assessment/?d=pb" target="_blank" rel="noopener" > Take the assessment </a> </pbc-button> </div> </div> </div> </article> <article class="card card__4 card__wrapper theme--light_gradient" data-module-track-impressions="" data-module-id="1712838864856_s14" data-module-name="Learn how over 5,500 service and field professionals are meeting today’s challenges." data-module-position="4" data-module-type="card_resource" > <div class="card--card_resource card--generic_card pbc-g-elevation-2 flex border-rad-16 "> <div class="card__image__wrapper"> <a href="https://www.salesforce.com/form/service-cloud/field-service-guide-2024/?d=pb" tabindex="-1" aria-label="Learn how over 5,500 service and field professionals are meeting today’s challenges." data-link-url="https://www.salesforce.com/form/service-cloud/field-service-guide-2024/?d=pb" data-link-type="image" target="_blank"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/FS-Promo-Card-Image_1200x675-1.jpg?w=1024" class="card__image" alt="Your Guide to AI and Data in Field Service" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/FS-Promo-Card-Image_1200x675-1.jpg?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/FS-Promo-Card-Image_1200x675-1.jpg?resize=300,169 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/FS-Promo-Card-Image_1200x675-1.jpg?resize=768,432 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/05/FS-Promo-Card-Image_1200x675-1.jpg?resize=1024,576 1024w" height="auto" width="auto"/> </a> </div> <div class="card__content__wrapper"> <div class="card__copy__wrapper"> <span class="badge blue95 pl-12 pr-12">Guide</span> <h3 class="card__headline mb-16" style=" "> <a href="https://www.salesforce.com/form/service-cloud/field-service-guide-2024/?d=pb" data-link-text="Learn how over 5,500 service and field professionals are meeting today’s challenges." data-link-url="https://www.salesforce.com/form/service-cloud/field-service-guide-2024/?d=pb" data-link-type="header" target="_blank"> Learn how over 5,500 service and field professionals are meeting today’s challenges. </a> </h3> </div> <div class="cta_container flex flex--center"> <pbc-button class="cta_button__wrapper" data-link-text="Get the guide" data-link-url="https://www.salesforce.com/form/service-cloud/field-service-guide-2024/?d=pb" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="cardText" data-stacking="wideM" aria-label="Get the guide: Learn how over 5,500 service and field professionals are meeting today’s challenges." href="https://www.salesforce.com/form/service-cloud/field-service-guide-2024/?d=pb" target="_blank" rel="noopener" > Get the guide </a> </pbc-button> </div> </div> </div> </article> </div> <div class="nup_cta" data-module-name="Keep up with the latest service trends, insights, and conversations." data-module-position="5" data-module-id="0" data-module-type="cta"> <div class="cta_container flex flex--center ctas__1"> <pbc-button class="cta_button__wrapper" data-link-text="See all resources" data-link-url="https://www.salesforce.com/resources/service/" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="secondary" data-stacking="default" aria-label="See all resources: Keep up with the latest service trends, insights, and conversations." href="https://www.salesforce.com/resources/service/" > See all resources </a> </pbc-button> </div> </div> </div> </div> </section> </div><div data-blade-id="1668731671593_17ln_4725012" data-blade-position="14" data-blade-name="sf/contactus" data-blade-variant="contactus" data-blade-source="www" data-blade-type="blade"> <section id="1668731671593_17ln_4725012" class="relative contactus--blade contactus--link_below layout--3 contactus--card_contactus" > <div class="container container--min-spacing-bottom container--min-spacing-top background__present"> <div class="grid grid_main contactus contactus__3 contactus__gridThree theme--light_gradient"> <header class="contactus__blade-heading text--center"> <h2 class="headline" style=" "> Ready to take the next step with the Service Solution built on the world’s #1 CRM? </h2> </header> <div class="cards"> <article class="card card__1 card__wrapper theme--light_gradient" data-module-id="1670344843552_5tw" data-module-type="card_contactus" data-module-name="Start your trial." data-module-position="1" data-module-track-impressions="" > <div class="card--card_contactus pbc-g-elevation-2 flex border-rad-16"> <div class="card__image__wrapper"> <div class="card__icon__wrapper"> <img class="card__brand__image" src="https://wp.salesforce.com/en-us/wp-content/uploads/sites/4/2024/08/screen.svg" loading="lazy" aria-hidden="true" aria-label="" /> </div> </div> <div class="card__content__wrapper"> <div class="card__copy__wrapper"> <h3 class="card__headline mt-8 mb-8 mobile-mt-8 mobile-mb-8 pbc-g-text-display-6" style=" "> Start your trial. </h3> <div class="card__description pbc-g-text-body-2 mobile-mb-20 mb-32 mt-8"> <p>Try Service Cloud free for 30 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No credit card, no installations.</p> </div> </div> <div class="cta_container flex"> <pbc-button class="cta_button__wrapper" data-link-text="Try for free" data-link-url="https://www.salesforce.com/form/signup/freetrial-service/?d=pb" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="cardText" data-stacking="default" aria-label="Try for free: Start your trial." href="https://www.salesforce.com/form/signup/freetrial-service/?d=pb" target="_blank" rel="noopener" > Try for free </a> </pbc-button> </div> </div> </div> </article> <article class="card card__2 card__wrapper theme--light_gradient" data-module-id="1668731671714_1524" data-module-type="card_contactus" data-module-name="Talk to an expert." data-module-position="2" data-module-track-impressions="" > <div class="card--card_contactus pbc-g-elevation-2 flex border-rad-16"> <div class="card__image__wrapper"> <div class="card__icon__wrapper"> <img class="card__brand__image" 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