bpm'online service enterprise
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Portal

Bpm’online portal is a component that provides a way to open up various parts of your system to external users and customers (e.g., partners, contractors, stakeholders or even teams within your company).

The portal eases your administrative load by freeing up various communication channels (e.g., phone or email), and deflects incoming requests by empowering external users to “help themselves” with incidents, service requests and other types of inquiries on their own.

In bpm’online, a portal is a custom branded workplace with different permissions for various types of users. A single interface creates a one-stop-shop for both your employees and external users, provides familiar configuration tools (e.g., business processes, access permissions), and creates a subset of bpm’online with refined and curated content and available functionality.

Through a portal, external users can access selected bpm’online sections and their associated data. Additionally, they can view, edit, or create records or add notes and attachments in sections.

Bpm’online portal can help you to facilitate long-term relationships with partners, contractors, stakeholders, and customers, and is designed for various use cases and business scenarios.

Business scenarios and use cases

Bpm’online portal is suitable for a variety of use cases, the most common being:

  • Customer self-service, e.g., in technical support. Add a self-service channel for your customers and focus the time and expertise of your support agents on higher-value activities. Empower your customers to submit support cases and track the resolution progress directly on the portal. Open up access to knowledge base articles and help them find answers quickly. Service many customers at once without queues and any additional loss in productivity.

  • Communications with internal and external customers, e.g., an HR portal. Several external employees and contractors who do not actively use the main bpm’online application can communicate with the HR personnel through the portal - create applications, submit them for approval and track their progress. An HR portal can act as a central hub for all the important company documents and policies that are in the public domain.

Bpm’online portal is provided in two configurations to suit the most common use cases - self-service and customer portal. They can complement each other.

Note

The list of sections available in bpm’online portal depends on its configuration.

Self-service portal

Available in

bpm’online customer center, service enterprise, and customer journey

The self-service portal can act as a primary means of supporting users or as an extension of your support service. On the self-service portal, users can find answers to their questions in the knowledge base, create and track the progress of their support cases or communicate with the support staff via the feed. Unlike support agents, self-service capabilities and information are available to your customers 24/7. The self-service portal configuration enables you to add the following sections to the portal:

Note

You cannot add custom sections to the self-service portal.

  • The [Portal Cases] section, where portal users can register support cases on their own, as well as track the case resolution progress and communicate with support employees.

The [Portal Cases] section mirrors the [Cases] section in the main bpm’online application. You can choose which fields and details from the [Cases] section are displayed in the [Portal Cases] section via the Section Wizard.

  • The [Portal Knowledge base] section, where portal users can receive reference information,  search for answers to frequently asked questions, find rules and regulations, templates or advertising materials.

Customer portal

Available for

All bpm’online products

The сustomer portal configuration provides portal capabilities to all bpm’online products and is designed for process automation, e.g., providing services, confirming applications and service requests, etc. Add custom sections to the portal to automate any internal process - all custom logic in these sections will be available to the portal users. Configure business processes and cases on the portal to automate mundane administrative tasks. For example, сustomer portal users can:

  • Initiate processes, e.g., create applications, requests, etc.

  • Participate in processes, e.g., approve requests.

You can add up to three custom sections on the сustomer portal. Custom sections are configured via the Section Wizard and are added to the “Portal” workplace.

Note

Custom sections are created from scratch with no or minimal connection to base bpm’online sections. Learn more about creating custom sections on the portal in a separate article.

The customer portal configuration in bpm’online bank customer journey enables you to add the [Applications] and [Contracts] sections to the portal. Additionally, you can add the [Documents] section if your bpm’online product supports it.

Note

You can use the self-service and customer portal together to set up a support service channel and add up to 3 custom sections on top.

Portal licensing

In bpm’online, the portal functionality is licensed separately.

Depending on the portal edition, the license names are as follows:

Portal edition

License name

Customer portal

bpm’online customer portal

Self-service portal

bpm’online self-service portal

Note

Learn more about licensing users in the “Software licensing” and “License distribution” articles.

Portal functions:

  • Managing the portal workplace and sections.

  • Managing portal users.

  • Maintaining data integrity by managing access permissions to the main bpm’online application sections for external users (partners, contractors, stakeholders or customers).

  • Setting up the portal main page to reflect the nature of your brand.

Contents

Getting started with the portal

Users and permissions

Customizing the portal

Managing sections on the portal

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