Salesforce Customer Portal Examples and Implementation Guide

Jessica B.

Seasoned technical writer giving you top Salesforce Tips.

Updated: Jan 13th, 2025

Salesforce Customer Portals

Customer portals in Salesforce are platforms where customers can view their account information, submit and track support tickets, and access resource libraries. So what is customer portal in Salesforce? These web-based portals allow customers to access Salesforce services and information without having to contact customer support.

Uses for Salesforce Customer Portals

You can use Salesforce Customer Portals for:

Improving customer satisfaction.

Reducing the workload of your customer support staff.

Providing a self-service support platform to customers.

Increasing customer engagement.

Gathering feedback from customers.

Types of Customer Portals

Salesforce offers two types of customer portals. The first is the traditional customer portal, this Customer Salesforce self-service portal type allows customers to view account information, and submit and track support requests. The second is the advanced customer community, which is a social networking platform that provides a central location for knowledge sharing, and collaboration. Salesforce provides customer portal solutions to meet the specific needs of different industries. This CRM software offers customer portals for insurance, education, healthcare, retail and many more industries.

Before you can create a customer portal, you’ll need to create a Salesforce account. Salesforce offers a customer portal template, as well as a Salesforce customer account portal template, as a starting point that you can customize to meet your customers’ needs.

Salesforce Customer Portal Features

We’ve summarized a few key features of Salesforce Customer Portals.

A library of knowledge articles that provide information to customers about products and services as well as troubleshooting common issues.

A variety of self-service forms for customers to submit support tickets without needing customer support.

Using ticket tracking, customers can track the progress of their support tickets.

Customer collaboration means your customers can connect with each other to troubleshoot issues and knowledge share.

Salesforce Customer Support Portals are a valuable tool for providing self-service support to your customers.

Benefits of Customer Portal Salesforce

Keep reading to learn about some benefits of implementing Salesforce customer support portals.

Reduced strain on your customer support team and reduced costs as customers can resolve issues on their own.

By providing your customer with a convenient way for them to access information you can improve customer satisfaction.

Your customers can engage with your business more by providing a platform for collaboration, and knowledge sharing.

By tracking customer interaction on customer portals in Salesforce you can gain insights into customer behaviors, and opinions.

If your business is looking to implement self-service portals, Salesforce Client Portals is a great option for you to consider.

Salesforce Customer Portal Examples

Here are a few examples of Salesforce Customer Portals:

Hulu implemented Salesforce Customer Portals to provide customer self-service support. This allows customers to troubleshoot problems, submit support tickets, and view their account information.

Trailblazer Community is a customer portal for Salesforce users to knowledge share, ask questions, and collaborate.

CEAT implemented a customer portal to provide support; customers can view knowledge articles, track service requests, and chat with support center representatives.

AirAsia uses a support portal to provide support for flight and travel services. Customers can book flights, handle check-ins, and organize their travel itineraries.

These are just a few ways you can implement a Salesforce Customer Portal, the features and functionality will depend on your business needs.

Using Salesforce for Customer Success

The Salesforce Customer Relationship Management (CRM) platform can be used for customer success stories in a variety of different ways that we have summarised for you:

You can track your customer data and use it to better understand your customer needs and improve customer experiences.

Salesforce can store information about customer interactions such as emails, calls, and meets. This information can be used to personalize and manage customer relationships.

By creating a self-service customer portal you can reduce the workload on your support staff and improve customer satisfaction.

Salesforce offers powerful automation options so you can automate manual tasks such as generating reports and sending out renewal reminders.

You can collaborate with teams across the organization to ensure everyone is on the same page and working towards a unified goal.

By using powerful Salesforce tools like data tracking, self-service support, and automation, your business can provide better customer experiences.

Salesforce Customer Portal Implementation Guide: Steps in CRM Implementation

We’ve created a general quick 10-step Salesforce implementation guide. These steps can differ depending on your CRM system and your business needs.

Step 1: Start by assessing your needs and goals for CRM. What do you want to achieve? What is your budget? and what are your pain points?

Step 2: Choose your CRM system. There are a number of CRM systems on the market so ensure you do your research.

Step 3: Configure your CRM system to meet your business needs. Setup will include creating workflows and reports.

Step 4: Any existing data will need to be migrated to your new CRM system. This process can be a complex one so ensure you have the resources you need on hand.

Step 5: Start training employees on how to use the system effectively.

Step 6: Now that the training step is completed, it’s time to roll out the system and use it to manage customer relationships.

Step 7: Now that your system is live, you will need to monitor and measure the performance to help you identify areas that can be used for improvement.

Step 8: As you go through the learning process you can discover some areas that require further configuration. To ensure the system meets your needs, this step will be ongoing.

Step 9: Get feedback from your users to find out any pain points and use this feedback to improve your system.

Step 10: CRM systems often adapt and change to meet technological and customer demands, by keeping up to date with features and updates you can ensure you make the most of your software.

Here are some additional things to consider:

Make sure your stakeholders are on board with your CRM decision, this ensures that the system will be implemented and used consistently.

Set realistic expectations for when the system must be implemented. This is not an overnight process so ensure you manage stakeholder expectations.

Implementing a CRM system can be a complicated process, so ensure you and your team remain patient throughout the process.

Titan Customer Portal

Titan is a cloud-based solution that you can use to create portals that are integrated with Salesforce Experience Cloud and their other product offerings. It includes features that can help you boost collaboration, improve customer service,

Key Titan Features

A drag-and-drop interface that makes it easy for you to create and customize forms.

Real-time synchronization with Salesforce so the latest data is always displayed.

You can display dynamic content that shows or hides content depending on a user’s role, location, or any other criteria.

Titan uses industry-standard security measures to ensure your customer data is protected.

Multi-language support using Titans translation features.

Titan Customer Portal Benefits

Here are some of the benefits of using Titan SFDC Customer Portal:

Increased customer satisfaction by providing customers with a quick and easy way to access information.

Cost reduction through the automation of manual tasks and processes.

Improved efficiency by providing a central location that hosts customer data and allows for collaboration.

Titan uses industry-standard security measures to ensure your data is always secure.

Whether you have a few customers or thousands, Titan can be scaled to meet your business needs.

If your business is looking for a way to increase Salesforce customer self-service, boost collaboration, and improve customer service then Titan is a good option for you to consider.

FAQs

How do I create a customer portal in Salesforce?

1. From the setup page, type Customer Portal Settings in the quick find box.

2. Select Customer Portal Settings.

3. Click Edit, select Enable Customer Portal, and Save.

4. Set up your customer portal and view the portal.

Can Salesforce be used as a customer portal?

Using Salesforce for Customer Support is essential to ensure you provide a central location for customers to share problems, provide innovative ideas, and share solutions.

What is Salesforce customer portal?

A Salesforce Customer Portal is designed to provide online support for customers to help troubleshoot issues.

How do I add users to my customer portal in Salesforce?

Before you can create Customer Portal users, you must have the Edit Self-Service Users permission.

How to enable a customer portal in Salesforce?

Follow these steps to enable customer users in your Salesforce portals:

1. Navigate to Setup and enter Customer Portals settings into the Quick Find box.
2. Select Customer Portal Settings, click Edit, select Enable Customer Portal, and Save.

We hope to see you soon! 

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Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us.