The Service Desk 2.0 solution includes a default external portal that allows users to create requests, view available services, and read news and articles.
The portal contains the following preconfigured components:
- Navigation menu for the portal.
- Button for creating a request.
- Homepage. External users can access the following information:
- A search bar for requests, services, and articles. To search, enter the name of a request, service, or article and select Enter. Matching items will appear in the dropdown list.
Portal users only see service categories specified in their profile. Clicking on a service allows them to view its description and create a request using the + Request button.
To view an article or request, click on its title. - Services section. Displays services recently used for creating requests or marked as favorites. Clicking on a service redirects to the request creation form. The Service Catalog button leads to a full list of available services.
- #Activity stream section. Lists all messages received in the user’s #Activity stream.
- News section. Click on a news title to view its full text. The All News button opens a page with the complete list of published news.
- My Requests section. Track the status of your requests and click on a request title to view details. The All Requests button opens a page with your full request history.
- Articles section. Displays frequently viewed articles and those marked as favorites. Click on an article to read it fully. You can rate an article or add it to favorites using the star icon. The All Articles button opens a page with the complete list of available articles.
- Service Catalog page. Displays all available services grouped by catalog.
- Tasks page. View and complete assigned tasks, such as updating a request.
- Requests page. Lists all your requests. Click on a request to view or edit its details.
- News page. Browse published company news.
- Articles page. Find useful articles and guides from the company’s knowledge base.
If the solution is unlocked, the system administrator can:
- Modify portal pages.
- Add new pages —if the solution includes the portal personalization option. For example, you can create a page and place a form for customers’ feedback on it. Submitted feedback will be recorded in the Feedback app.
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