Empowering Customer Service With Salesforce Help Portal

Empowering Customer Service With Salesforce Help Portal

Call customer support and wait in the queue to get answers! Customers don’t like to wait to get answers to small queries and doubts.

Calling might still be okay for complex queries, but otherwise, customers like finding answers rather than contacting customer support for every request. That is why modern businesses emphasize quick service delivery and ready-to-access information via online portals.

Such an online help portal would enhance customers’ experience and optimize support operations. In this blog, we will further examine the value of an online help portal and how one can be set up using Salesforce, the world’s number one customer relationship management (CRM) solution.

What is an Online Help Portal?

An online help portal is not just a contact form on your website. It is a whole platform where customers can get information, troubleshoot issues, and even contact support personnel at their own convenience if required. This portal enables self-service via knowledge bases, FAQ sections, forums for users, and ticketing systems, all geared toward decreasing the burden on your support team.

Here are some major features of a Salesforce Help Portal:

Content Management System (CMS)

The CMS is an essential part of these systems used to create, manage, and publish any organizational content, including knowledge articles, sections of FAQs, or user guides. This keeps information on new products, services, and troubleshooting steps well organized. Proper content organization ensures that customers receive proper and uniform answers to their queries.

Search Functionality

This ensures that customers can readily and accurately find relative information by having a powerful search tool within the help portal by entering keywords or phrases when searching. Effective searching would increase user satisfaction by many percentages, reducing search time and, hence, improving overall customer experience.

User Profiles

User profiles in a help portal track individual activity and preferences. These include search history, articles read, and interactions with support services. By making support agents aware of the user’s full interaction history and preferences, this information can be used to make the user experience more humanly personal, give accurate content suggestions, and enable better customer service.

Support Ticket

This system allows users to submit support requests or inquiries directly from the help portal. It processes a ticket completed by a user with the type of issue. The support ticket easily handles customer service issues with a central and organized system. Follow-up on the status is also improved for each ticket created. This ensures better services and more transparency with issues for customers.

Steps to Build a Help Portal on Salesforce

  • Define your portal’s purpose and target audience: You decide what kind of content and services you will provide to your users, such as knowledge articles, FAQs, or support ticketing.
  • Developing a new site or portal: Set the basic settings, such as domain name, branding, and layout, according to your organization’s requirements.
  • Implementing the CMS: Set up the content management system by categorizing your articles and FAQs.
  • Integrate search: Configure the search engine within Experience Cloud to ensure it covers all the content in CMS. Customize the search settings to fine-tune relevance and efficiency.
  • Creating user profiles: Design user registration and login flow processes. Implement tracking for a user’s activities and preferences.
  • Design the support ticket system: Integrate or develop a support ticket system within your portal. Set up forms for issue submission and establish workflows for handling and resolving tickets.
  • Testing and launch: Before going live, thoroughly test the portal to ensure all features work as expected and the content is accurate. Gather initial feedback from a test group and make necessary adjustments.
  • Analysis and feedback: Through feedback and analytics, continuously evolve content and features in an application. Ensure continuous improvement of the portal to achieve better user satisfaction.

Easy Way to Create a Salesforce Help Portal with CRMJetty

CRMJetty tailor-made portal solutions that perfectly fit Salesforce to smoothen your customer support and user engagement.

Knowledge Management

CRMJetty has a strong background in portal technology and offers a robust, modern Knowledge Base Portal that forms the core of your Salesforce Help Portal. The platform ensures automation in information delivery, thereby keeping manual intervention in customer support to a minimum. Offering a good database of Frequently Asked Questions (FAQs) and related articles allows the user to serve themselves while reducing support tickets and their associated costs.

Role-based Access

The Help Portal lets you determine who can view the information. You can set public and private access controls to keep some knowledge bases either exclusive for registered users or for some specific roles. This will become critical for managing sensitive information and segmenting user access based on their needs, most importantly, in your business policies.

Integration and Security

Make your customers realize that your Salesforce help portal is not only secure but also practical with CRMJetty. Direct integration with Salesforce would mean the data receives an uninterrupted flow from the CRM system. This means all activities the user undertakes within the portal synchronize with Salesforce, thus providing real-time customer information.

Custom Portal Solutions

Be it ready-to-launch portal solutions or a completely custom solution tailored to your specific business requirements and workflows, CRMJetty solutions are adaptable and scalable to fit varied business models, from B2B to B2C.

Continuous Maintenance and Development Support

Post-launch, CRMJetty ensures that your Salesforce help portal is always up to date and continues to change with your business and changing technology. Post-launch activities include updating existing features, adding additional functionality, and optimizing performance regularly to meet emerging business challenges. CRMJetty focuses on creating a goal-oriented portal that is not only high on functionality but also very user-friendly.


Setting up an online help portal with Salesforce is a strategic move that can transform your customer support from reactive to proactive. You’ll increase efficiency and build stronger customer relationships by providing 24/7 access to support resources and personalizing the customer experience.

Consider implementing a CRMJetty Salesforce help portal today and witness significantly enhancing your customer service operations. The initial investment in setting up the portal paves the way for a smoother, more engaging customer experience that pays dividends in customer loyalty and operational efficiency.

Connect with us to learn more about the Salesforce Help Portal and get a personalized demonstration.


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