Using the Business Location Service Portal

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Using the Business Location Service Portal

    The Business Location Service Portal (BLSP) is an integral feature of the Customer Service Management (CSM) application, designed to help users manage both internal and external business locations efficiently. With the appropriate roles, users can utilize the portal for comprehensive location management, case submissions, and community engagement.

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    Key Features

    • 360º View: Gain a complete overview of business locations.
    • Staff Management: Add and manage staff members at business locations.
    • Case Submission: Submit cases related to business locations, sold products, or install base items.
    • Knowledge Base Access: Search and view Knowledge Base articles for support and information.
    • Community Engagement: Connect with others through forums and discussions.

    Key UI components include:

    • Support: Create customer cases.
    • Knowledge: Access the Knowledge Base.
    • Cases: View your submitted cases.
    • My Business Locations: Manage and report on business locations.
    • Search: Find support articles and requests.

    Key Outcomes

    Through the Business Location Service Portal, users can expect to:

    • Register and assign staff to business locations.
    • Report issues on behalf of business locations.
    • Access essential knowledge resources and FAQs.
    • Engage with the community for additional support and networking.

    This streamlined portal enhances the ease of managing business locations while providing essential support resources.

    Use the Business Location Service Portal (BLSP) available with the Customer Service Management (CSM) application as a one-stop shop to manage the internal and external business locations.

    As a user with the sn_customerservice.svc_location_manager, sn_customerservice.svc_location_manager_contributor, and admin role, you can use the Business Location Service Portal page to:
    • Get a 360º view of a business location.
    • Add and manage staff members.
    • Submit cases against business locations, sold products, or install base items deployed at a service organization.
    • Access Knowledge Base articles and engage with the community.
    Figure 1. Business Location Service Portal
    Landing page for Business Location Service Portal. For more information, refer to information that follows.

    From the Business Location Service Portal, you can access and use the following features:

    Table 1. Business Location Service Portal
    UI component Description
    Support Click Support to create a customer case.
    Knowledge Clicking Knowledge on the header takes you to the kb_home page. You can search the Knowledge Base or view a list of top-rated or most viewed Knowledge Base articles.
    Cases View the list of cases.
    Your Information Navigate to business locations, sold products, and install base items.
    Profile menu Click your profile photo to either view your profile or log out.
    Search Enables you to search support articles and requests. Enter a search term and click Search to view the search results.
    Browse Services Click Browse Services to report an issue or request a service. Use the service to register a member at an external business location.
    View Articles Explore the knowledge base to get the information.
    Ask the community Provides access to the Community homepage. You can use the community to ask questions and get answers, connect with people who share similar expertise, and join forums and participate in discussions.
    My Business Locations Get the 360º view of the business location. Use the feature to:
    • Add a member to an external business location.
    • Report cases on behalf of a business location.
    • Report cases against sold products deployed at a business location.
    • Report cases against install base items deployed at a business location.
    Featured Articles View featured community content.
    Most Viewed articles View a list of the most viewed articles.

    Depending on the configuration set by your administrator, you can perform the following tasks from the Business Location Service Portal:

    • Register and assign staff members to a business location
    • Report cases on behalf of a business location
    • Report cases against sold products deployed at a business location
    • Report cases against install base items deployed at a business location
    • Access knowledge base articles and frequently asked questions