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Enable Self-Service Features and Settings

Customize Self-Service by enabling features and settings.

Required Editions

View supported editions
User Permissions Needed
To set up the Self-Service portal: Manage Self-Service Portal
To modify Self-Service pages:

Manage Self-Service Portal

AND

Customize Application
Note
Note Starting with Spring '12, the Self-Service portal isn't available for new Salesforce orgs. Existing orgs continue to have access to the Self-Service portal.
  1. From Setup, enter Self Service Portal in the Quick Find box, then select Settings.
  2. Click Self-Service Setup on the Self-Service Settings page.
  3. Set these options.
    Setting Description
    Login Enabled Lets users log in to the Self-Service portal.
    Edit Self-Service Users Displays the Enable Self-Service button on the contact detail pages. Or, for contacts in which Self-Service is already enabled, the View Self-Service button displays.
    Logout URL The URL of the web page that’s displayed when users log out of the Self-Service portal, for example, http://www.acme.com. If a logout URL is not specified, the Logout button does not display to users.
    Default Case Origin The default origin assigned to all cases submitted via the Self-Service portal. Available values are taken from your organization's Case Origin picklist. You can assign different default origins for cases submitted via Self-Service and Web-to-Case.
    New Cases Visible in Portal

    Automatically selects the Visible in Self-Service Portal checkbox for all new cases, including cases created via Web-to-Case, Email-to-Case, and On-Demand Email-to-Case.

    Regardless of this default, users creating cases can manually set the Visible in Self-Service Portal checkbox.
    Enable Solution Browsing

    Enables solution categories in the Self-Service portal so that customers can browse solutions by category.

    If multilingual solutions is enabled, you can translate solution categories.
    Top-Level Category for Self-Service Portal

    The top-level category accessible by customers in the Self-Service portal. Customers can view all solutions marked Visible in Self-Service Portal in this category and its subcategories.

    Leave this setting blank to let customers view all solutions marked Visible in Self-Service Portal in all categories.

    Case Record Type The record type to assign to any case submitted via the Self-Service portal.
    "From" Email Address

    The email address from which all new user and password emails are sent, for example, support@acme.com. When this field is blank, Salesforce uses:

    • The Automated Case User's email address for users who receive an email with a temporary password by clicking Forgot your password? on the Login Page of the Self-Service portal. The Automated Case User is specified on the Support Settings page in Setup.
    • The email address of the user who last posted a comment for users who receive a case comment notification email.
    "From" Email Name

    The name that’s associated with the “From” Email Address, for example, “Acme Customer Support.” When this field is blank, Salesforce uses:

    • Your organization's name for users who receive an email with a temporary password by clicking Forgot your password? on the Login Page of the Self-Service portal.
    • The name of the user who last posted a comment for users who receive a case comment notification email.
    New User Template The email template used to send a username and initial password to all newly enabled Self-Service users. Self-Service automatically selects a sample template for you, but you can modify the sample or create your own email template. This template must be marked as “Available for Use.”
    New Password Template The email template used to send a new password to existing Self-Service users when you reset their passwords or when they reset their own passwords by clicking Forgot your password? on the Login Page of the Self-Service portal. Self-Service automatically selects a sample template for you, but you can modify the sample or create your own email template. This template must be marked as “Available for Use.”
    Enable Notification Email on New Case Comment

    When selected, indicates that the Send Customer Notification option on a case comment is displayed.

    Even if this checkbox is not selected, the Send Customer Notification option still displays on cases if you have enabled email notifications to contacts who are not members of your Self-Service portal.

    New Comment Template

    The email template used to send a notification to Self-Service users when a public comment is added to one of their cases. Self-Service automatically selects a sample template for you, but you can modify the sample or create your own email template. This template must be marked as “Available for Use.”

    Note that case owners are sent a separate notification that you can't customize.
    Enable Case Auto-Response Rules for Self-Service Cases Indicates if cases submitted through your Self-Service portal trigger your auto-response rules.
    Case Creation Template The email template to use when cases submitted through your Self-Service portal do not match any auto-response rules.
    Maximum Page Width The maximum pixel width of the Self-Service pages from Salesforce. If hosting the portal yourself, Maximum Page Width is the width of the inner HTML frame on your Self-Service login page.
    Minimum Page Height The minimum pixel height of the Self-Service pages from Salesforce.
    Style Sheet URL

    The complete, publicly accessible URL of your organization's Self-Service style sheet, for example, “http://www.acme.com/styles/selfservice.css.”

    If you use a predefined color theme, leave this field blank.
    Color Theme Use one of Salesforce's color themes if you do not have your own style sheet to use. Click the View link to see template settings.
    Case Single Term Term used on the Self-Service portal instead of “case” (singular form).
    Case Plural Term Term used on the Self-Service portal instead of “cases” (plural form).
    Solution Single Term Term used on the Self-Service portal instead of “solution” (singular form).
    Solution Plural Term Term used on the Self-Service portal instead of “solutions” (plural form).
  4. Click Save to save your Self-Service settings.

See Also