USER MANUAL TABLE OF CONTENTS Introduction...1 Benefits of Customer Portal...1 Prerequisites...1 Installation...2 Salesforce App Installation... 2 Salesforce Lightning... 2 WordPress Manual Plug-in installation... 5 SalesPort Salesforce Customer Portal for WordPress (Lightning Mode) Version: 3.1.0 WordPress Compatibility: WordPress: 4.0 to 5.0 Plug-in Configuration...7 Create a Connected App... 7 SalesPort Lightning App... 12 Role Management... 12 Portal Layout Settings... 18 Email Notification... 22 Other Configurations... 23 WordPress Configuration Settings... 32 Front Side Instructions...36 Contact Us...47 Salesforce Compatibility: Professional (API Should be enabled), Enterprise, Unlimited, Developer, Performance
Introduction Salesforce Customer Portal for WordPress lets WordPress website owners add a customer portal in their website with Salesforce as the backend framework and WordPress as the front-end interface. With this portal, your customers will be able to log into their accounts and create support or complaint cases that they want to be addressed, manage CRM records, get personalized dashboard and many more. Through the cases module of your Salesforce system, you will be able to get details of all the open cases and address them as per their priority. Benefits of Customer Portal With a CRM integrated portal, you can provide better customer experience by quickly following up and resolving on all open cases and support requests. As the customers place their own request, there are less chances of ambiguity and miscommunication. You can manage your CRM records from portal and even add attachments for those records. Our Portal integrates your existing Salesforce with WordPress systems. So, you don t have to invest in additional software or technology infrastructure in creating a support portal for your customers. Prerequisites Following points must be followed before starting Installation: You should login as an Administrator in Salesforce. You must have a valid License Key Provided by CRMJetty. Check your WordPress site has compatibility with Customer Portal. Your WordPress site must have an SSL Certificate. You should be able to login as an admin in your WordPress site. You must create a connected app in Salesforce side. You should also authenticate the connected app on the WordPress end. Supported Salesforce Editions: Enterprise, Unlimited, Developer, Performance, Professional (API should be enabled. BIZ/UMP/G1 Public 1
Installation Salesforce App Installation You can install Customer Portal in the Salesforce through following modes: Salesforce Classic Salesforce Lightning To install the app using the Salesforce Lightning mode, switch to Salesforce Lightning mode. To switch the mode, navigate to Admin -> Switch on Salesforce Lightning Experience Salesforce Lightning To install the app, navigate to Salesforce AppExchange, Open this 'https://appexchange.salesforce.com/' in browser. Go to search bar and search 'Sales port' and open it, if you don't find open this https://appexchange.salesforce.com/listingdetail?listingid=a0n3a00000egye2uad. Select 'Get It Now' option. Login to AppExchange, using your Salesforce credentials. Now select 'Install in production'. Go through terms and conditions and click 'Confirm and Install'. BIZ/UMP/G1 Public 2
Now Select Install for Admins Only and click on Install button. After the installation is complete, you will get a notification. To complete the installation, click on the Done button. BIZ/UMP/G1 Public 3
By clicking on Done button, you will be redirected to the Installed Packages page and installed app will be listed in the Install Package table. BIZ/UMP/G1 Public 4
WordPress Manual Plug-in installation Login to your WordPress site from wp-admin and navigate to Plugins module. Here you can see the Add New Button. Click on Add New button which will redirect you to Add Plugins Page. Click on Upload Plugin button. Browse the sf-customer-portal zip and Install the Plugin. BIZ/UMP/G1 Public 5
Go to Installed Plugins screen. Here, you can see Salesforce Customer Portal plugin was successfully installed. But still it s Inactive. Click on Activate to activate this newly installed plugin. BIZ/UMP/G1 Public 6
Plug-in Configuration Create a Connected App To create a new connected app, click on Setup button. On clicking Setup button you will be redirected to the setup page. From setup page navigate to Apps -> Apps Manager. By clicking on App Manager link you will be redirected to the App Manager page. Now click on New Connected App button. BIZ/UMP/G1 Public 7
By clicking on New Connected App button you will be redirected to the New Connected App page. Fill up the following fields: Connected App Name: Enter name of the connected app. API Name: Enter the name of API. Contact Email: Enter the contact email address. BIZ/UMP/G1 Public 8
Enable OAuth Settings: Check the checkbox to enable the OAuth settings. After checking the checkbox, you will get with following mandatory fields: Callback URL: Set https://login.salesforce.com/services/oauth2/token callback URL. Selected OAuth Scopes: Set Access and manage your data API by selecting the field and clicking on the Add icon. After providing the details, click on Save button to create the connected app. By clicking on Save button, you will be redirected to the below screen: Click on Continue button you will be provided with the details of the newly created connected app. To manage the connected app, click on Manage button. BIZ/UMP/G1 Public 9
On Clicking Manage button you will be redirected to the Connected App Detail page. From this page, click on Edit Policies button to edit the policies for the connected app. By clicking on Edit Policies button, you will be redirected to the Connected App Edit page. From this page edit the IP restrictions by selecting Relax IP Restrictions option from the IP Restrictions dropdown list. To save the changes, click on Save button. BIZ/UMP/G1 Public 10
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SalesPort Lightning App SalesPort lightning app tab will contain all configurations and settings related to SalesPort Salesforce Customer Portal for WordPress. For accessing lightning app, click on App Launcher and select SalesPort tab. You will get contacts, layout settings, portal settings and customer portal roles tab. Role Management Customer portal provides feature to manage Salesforce Module s accessibility for their WordPress portal users. You can decide as to which module s access you wish to provide to which customer using role management. BIZ/UMP/G1 Public 12
For role settings click on App Launcher icon and you will be redirected to the All Item screen. Now click on Customer Portal Roles. Now for adding new role, click on New. Fill required details and click on Save button to add new role. Once the role is added, open the role and assign contact to that role by clicking on New. BIZ/UMP/G1 Public 13
To manage module access for particular role, navigate to Role detail page -> Module Access Tab. Set access right for modules and click on save button. Note: By default, there will be one primary role defined which is assigned to newly created user, you can define any role as Primary Role. BIZ/UMP/G1 Public 14
Assign Role to Contact: Steps to Set fields in contact layout: Go to Set up -> Object manager -> Contact object -> Page layout -> Contact layout -> Drag and drop (Username, password, customer role portal and enable customer portal). For assigning role to particular contact, navigate to list view and select any contact. Fill out information i.e. Username, Password, Portal Role and Enable Portal and click on save. The role will be assigned to that particular contact. BIZ/UMP/G1 Public 15
Generate Mass Credentials: Generate portal credentials for already created CRM contacts and convert these contacts to Portal Users from Salesforce in a single click. An email will be sent to these users with their Portal credentials. To generate mass credentials, navigate to contacts from App Launcher. Select contacts and click on Mass Generate Portal Credentials. Note: If you are unable to see Mass Generate Portal Credentials list button, then navigate to Set up -> Object manager -> Contact object -> Search layout -> List view > Drag and drop Mass Generate Portal Credentials to selected button from available button. Note: You will get Mass Credentials option only if no filter is applied and All Contacts view is there. BIZ/UMP/G1 Public 16
Assign Email Template: When Mass Credentials are generated, user is registered from portal or requested for forgot password, then email will be sent to portal user with their credentials, for that admin require to set email template. For setting email template navigate Portal Settings. Enter Portal URL and Select email template. Click on save to set email template. BIZ/UMP/G1 Public 17
Portal Layout Settings To avail Salesforce modules into your WordPress portal, it is mandatory to set Portal Layouts for each accessible module. Customer Portal plug-in provides facility to set Portal Layouts for any module from Salesforce. For layout settings, click on App Launcher icon and App launcher screen will pop up on the screen. Now click on Layout Settings under All Items section. BIZ/UMP/G1 Public 18
By clicking on Layout Settings link you will be redirected to the Layout Settings screen. Or Click on App Launcher icon and App launcher screen will pop up on the screen. Select SalesPort app from app launcher. Navigate to Layout Settings option. You can select the desired module from Modules dropdown list and set the layout for the selected module. BIZ/UMP/G1 Public 19
Set layouts for Edit view, Detail view and List view. Select the fields from left column and click on Add button. After populating the layout, click on Save button to save the layout. You can also set same edit view layout to detail view by checking the box i.e. Copy all fields to detail view. You can rearrange the order of fields by clicking on Up and Down icons besides the right column populated with the selected fields. Note: You cannot set layout for Attachment and Call module. Sync fields from active page layout: Sync fields from active page layout will allow the user to copy fields from default salesforce record page layout to portal module layout. BIZ/UMP/G1 Public 20
By selecting the checkbox, it will load fields to selected fields list in dropdown. This will be helpful for users who wants to provide same fields to portal end same as salesforce module record page fields. Note: Layout settings page, in selected fields, each field should be accessible or have a read only permission only then it will be visible in front. BIZ/UMP/G1 Public 21
Email Notification Email notification workflows is directly set when SalesPort package is installed, so portal user and admin will receive mail notification when any of the following activities are performed. o o o o o o o Case Created From salesforce: If case is created from salesforce, it will send an email with basic case details. Case Created From portal: If case is created from portal, it will send an email with basic case details. Case status changed from salesforce: If any status of case is changed from salesforce, it will send an email with basic case details. Case status changed from portal: If any status of case is changed from portal, it will send an email with basic case details. Case Comment added from portal: If any case comment is added from portal, it will send an email with case comment and basic case details. Case Comment added from salesforce: If any case comment is added from salesforce, it will send an email with case comment and basic case details. Order Created: If any order is created, it will send an email with basic order details. Admin can also change email template. Navigate to App Launcher -> SalesPort -> Portal Settings tab. Select appropriate template and click on Save. Admin can also de-activate email notification. BIZ/UMP/G1 Public 22
For De-activating email notification navigate to setup and search Workflow Rules in search bar. Click on deactivate button, to deactivate email notification. Note: By default, all workflow will be activated when package is installed. Other Configurations Set Contact Layout for Salesforce: To set contact layout, click on Setup button and you will be redirected to the Setup page. From setup page navigate to Objects & Fields -> Object Manager. BIZ/UMP/G1 Public 23
On clicking Object Manager you will be redirected to the Object Manager screen. Now Select Contact module. By clicking on Contact module, you will be navigated to the Contact details page. Click on Page Layouts to manage the contact page layout. BIZ/UMP/G1 Public 24
On clicking Page Layout, you will be presented with the Page Layouts page. Click on Contact Layout to edit the layout. By clicking on Contact Layout link, you will be redirected to the Edit view of the Contact Layout. Now drag the Username, Password, Customer Portal Role and Enable Portal Checkbox field to the Contact Detail section and click on Save button to save the changes. BIZ/UMP/G1 Public 25
Set Contracts Layout for Salesforce: To set contract layout, click on Setup button and you will be redirected to the Setup page. From setup page navigate to Objects & Fields -> Object Manager. On clicking Object Manager you will be redirected to the Object Manager screen. Now Select Contract module. BIZ/UMP/G1 Public 26
By clicking on Contract module, you will be navigated to the Contract details page. Click on Page Layouts to manage the contract page layout. On clicking Page Layout you will be presented with the Page Layouts page. Click on Contract Layout to edit the layout. BIZ/UMP/G1 Public 27
By clicking on Contract Layout link you will be redirected to the Edit view of the Contract Layout. Now drag the Related Contact field to the Contract Detail section and click on Save button to save the changes. Set Orders Layout for Salesforce: To set order layout, click on Setup button and you will be redirected to the Setup page. From setup page navigate to Objects & Fields -> Object Manager. BIZ/UMP/G1 Public 28
On clicking Object Manager you will be redirected to the Object Manager screen. Now Select Order module. By clicking on Order module, you will be navigated to the Order details page. Click on Page Layouts to manage the order page layout. BIZ/UMP/G1 Public 29
On clicking Page Layout, you will be presented with the Page Layouts page. Click on Orders Layout to edit the layout. By clicking on Order Layout link, you will be redirected to the Edit view of the Order Layout. Now drag the Related Contact field to the Order Detail section and click on Save button to save the changes. BIZ/UMP/G1 Public 30
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WordPress Configuration Settings Go to WordPress admin side and click on Customer Portal and configure Salesforce portal setting options. License: To add the license key, navigate to the License section in the Salesforce Customer Portal Settings page and enter the license key in the License Key field. Authentication: To authenticate your Salesforce Customer Portal, fill up the following fields: Client Key: Enter Connected App consumer s key Client Secret: Enter Connected App consumer s secret key Username: Enter the Username for Salesforce account Password: Enter the Password for Salesforce account Security Token: Enter the Security Token for Salesforce account Operation Mode: Select operation mode as sandbox or live Note: If you already have a Security Token enter it or else reset your Security Token. To Reset your Security Token, navigate to your personal settings, enter Reset in the Quick Find box, then select Reset My Security Token. Click Reset Security Token. The new security token will be sent to the email address in your Salesforce personal settings. For More Reference visit this link: https://help.salesforce.com/articleview?id=user_security_token.htm&type=0 BIZ/UMP/G1 Public 32
General Settings To manage portal settings, navigate to General Setting section and you will find following fields: Name: Enter name of your portal Logo: Upload a logo for your portal Record per Page: Set number of records to show in list per page Recent Activities on Dashboard: Select recent activities which you want to represent on dashboard Top Modules on Dashboard: Select modules which you want to represent on dashboard Note: Maximum four top modules are allowed. Charts on Dashboard: Check the box to display charts on dashboard Enable Registration: Select checkbox to enable registration for portal users Mobile Menu Title: Add title for mobile menu of your portal BIZ/UMP/G1 Public 33
Page and Layout Settings Log in Page: Set Login page Registration Page: Set Registration page Profile Page: Set Profile page Forgot Password Page: Set forgot password page Reset Password Page: Set reset password page Manage Page: Set manage page Portal Template: Select standalone or full width template Theme Color: Set the theme color BIZ/UMP/G1 Public 34
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Front Side Instructions After completing all configurations at Salesforce and WordPress for Customer Portal, Customer can signup or login to Customer Portal and access Salesforce modules. Login: Directly login to the portal using your portal credentials. BIZ/UMP/G1 Public 36
Sign Up: Customer can sign-up to the Portal by clicking on Sign Up Now! link on the Login Page. Clicking on this link will redirect customer to the sign-up page. A new user can directly sign-up from the Portal. Note: Already existing customers on both sides (WordPress and Salesforce) won t get the access for Customer Portal automatically on installation. On Sign up, it will check if any customer is registered with same username and email address? If no such user exists in the system, then it will create a record in the Salesforce Contacts module. After successful registration user will be redirected to the login page. Now user can login to portal with their Username and Password. BIZ/UMP/G1 Public 37
Forgot Password: Portal user can retrieve their login password using the Forgot Password Option. Click on Forgot Password option and enter your email address. Now, click on Submit button and you will receive access token in your email to reset your password. Edit Profile: Select My Profile to view your details. On clicking Edit button you will be redirected to the Profile page and you can edit your details from here. BIZ/UMP/G1 Public 38
You can also change your existing password and create the new one. Just you need to add old password, new password and confirm password. BIZ/UMP/G1 Public 39
Portal Dashboard: Quickly access any module from navigation drawer. WordPress admin can set the accessibility to recently added records for portal users. Accordingly, those modules with their recent records will be displayed on the dashboard. It will also display charts for cases and order module to view their status. You can also search globally from the portal or can select module from drop down to search from any specific module. List View: Navigate to any module and you will be able to see the list of records of that module. You can search a record from the list view, delete it or update it along with its details. You can also add a new case. To add a new case, click on the Add button. BIZ/UMP/G1 Public 40
Add Record: Add a new record in the case module from the portal and it will get reflected in Salesforce. BIZ/UMP/G1 Public 41
Detail Page: Click on the View button from the List View and view the details of a record. You can edit that record or delete it from the detail view. BIZ/UMP/G1 Public 42
Case Comments: To add comments for a case, go to the detail view of a case and enter comments in the Case Comments text field. Click on Save button to save the comments. Add Attachments: To add attachments for case module, go to the detail view of a record or if you want relate attachment to logged in contact, then navigate to attachments from module list Upload the file for attachment by clicking on Choose File button, you can also enter the description for the attachment in Description text field. Now click on Upload button to upload the attachment along with its description. BIZ/UMP/G1 Public 43
Solutions: Solution module in portal helps portal user to get probable solution before generating any case. When portal user faces any queries or issues they will navigate to add case option. They can add queries or issues in search solution box. If there is any appropriate solution related to that case, then solution will get listed. If no solution is found related to portal users queries or issues or they didn t find which they are looking for then they can add case by clicking on Add Case button. Once the case is added and if admin adds any solution related to that case then portal user can view those solutions. Navigate to Case Listing -> Actions -> Solutions. BIZ/UMP/G1 Public 44
You will be navigated to detail view where solutions list will be available for that specific case. Note: There can be multiple solution added to one specific case. BIZ/UMP/G1 Public 45
Orders: View Orders added by admin from Salesforce side in Portal. Product items related to that specific order will be listed. BIZ/UMP/G1 Public 46
Contact Us We simplify your business, offer unique business solution in digital web and IT landscapes. Live Chat Get instant support with our Live Chat. Visit our product page at: https://www.crmjetty.com/salesforcewordpress-customer-portal.htm and click on the Live Chat button for instant support. Tickets Raise tickets for your specific question! Send an email to support@crmjetty.com or you can login to your account @ www.crmjetty.com and click on My Support Tickets on your account dashboard, to get answers to your specific questions. Customization: If you would like to customize or discuss about additional features for your Customer Portal, please write to us on sales@crmjetty.com BIZ/UMP/G1 Public 47