Customer Portal enables your customers to request work and view the details of work already performed at their location(s). It can be tailored to your business needs providing a positive customer experience.
Terminology
To better understand the function of the Customer Portal, a few important terms must be defined first. For the purposes of this documentation, please refer to the following:
Client: Paying FieldAware customer
Customer: Client of a paying FieldAware customer
Guest: Prospective customer without assigned login credentials within the Customer Portal website
Portal User: Customer with assigned login credentials, who has been invited through a contact of the customer within the Customer Portal website
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.
Guest Portal User
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.
Click Make a Request.
The Request Form appears.
Guests must complete the fields for name, contact information, and location. Once all fields are complete, click Next at the bottom of the page.
Once guests complete the customer information fields, the subsequent pages display the questions added in the CP Settings under Request Questions.
Complete the presented questions.
Answer the Captcha:
Guest users must select the “I’m not a bot” checkbox, and answer any of the questions that are automatically populated in a popup window before submitting the request form.
Click Submit at the bottom of the page.
Once the form is submitted successfully, a green ‘Thank You’ banner will display on the main Customer Portal page.
Signed-In Portal User
The signed-in portal user can submit new requests and retrieve relevant information such as request status, job status, job details, and related locations.
As an active user, Portal Users can make a new request right from the Customer Portal by clicking Make a Request at the top of the page.
Add a customer and location in one of the following manners:
Choose an Existing Customer and Location:
Select an existing customer and location from the dropdown menu provided.
Note: If there are no locations associated to the Portal User, a ‘No Results Found’ error will display under the dropdown bar.
Click Next at the bottom of the page to continue.
Add a New Customer and Location:
Click Request a New Customer or Location under the dropdown menu.
Complete open text fields for Customer Name and Address. All fields marked with an asterisk (*) are required fields.
Click Next at the bottom to continue to the next page.
Complete all request questions displayed.
Click Next at the bottom of the page.
Click Submit.
A green ‘Thank You’ banner will appear at the top of the home page on the Customer Portal.
Portal Users can view the request on the Requests List both on the Homepage and in the Requests Tab of the Customer Portal.
Viewing Submitted Requests
The Requests tab can be found in the main tab selection at the top of any FieldAware page.
Click Requests.
The Requests page lists 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 associated with the Portal User. The Locations List sorts associated locations by name and customer.
Enterprise Model Compatibility
Branch Assignment on Request to Job Conversion
As part of our continued improvements to the Customer Portal with the Enterprise Model, we've introduced an enhancement to streamline job creation.
When an office employee converts a Request to a Job, the Job Branch is now automatically set to the Primary Branch of the Organization.
This enhancement ensures consistency and accuracy in branch assignment, reducing the need for manual updates and improving operational efficiency.
To learn more about Enterprise Model check out this article.
Benefits
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 can access relevant portal information.