Enabling Self-Service Features and Settings

Available in: Professional, Enterprise, Unlimited, and Developer Editions

User Permissions Needed
To set up the Self-Service portal:	“Manage Self-Service Portal”
To modify Self-Service pages:	“Manage Self-Service Portal” AND “Customize Application”

Note

Starting with Spring ’12, the Self-Service portal isn’t available for new organizations. Existing organizations continue to have access to the Self-Service portal.

Click Your Name | Setup | Customize | Self-Service | Self-Service Portal | Settings.
Click Self-Service Setup on the Self-Service Settings page.

Set the following options:

Setting	Description
Login Enabled	Allows users to log into the Self-Service portal.
Edit Self-Service Users	Displays the Enable Self-Service button on contact detail pages. Or, for contacts in which Self-Service is already enabled, the View Self-Service button displays.
Logout URL	The URL of the web page that will be displayed when users log out of the Self-Service portal, for example, http://www.acme.com. If a logout URL is not specified, the Logout button does not display to users.
Default Case Origin	The default origin assigned to all cases submitted via the Self-Service portal. Available values are taken from your organization's Case Origin picklist. You can assign different default origins for cases submitted via Self-Service and Web-to-Case.
New Cases Visible in Portal	Automatically selects the Visible in Self-Service Portal checkbox for all new cases, including cases created via Web-to-Case, Email-to-Case, and On-Demand Email-to-Case. Regardless of this default, users creating new cases can manually set the Visible in Self-Service Portal checkbox.
Enable Solution Browsing	Enables solution categories in the Self-Service portal so that customers can browse solutions by category. If multilingual solutions is enabled, you can translate solution categories.
Top-Level Category for Self-Service Portal	The top-level category accessible by customers in the Self-Service portal. Customers can view all solutions marked Visible in Self-Service Portal in this category and its subcategories. Leave this blank to let customers view all solutions marked Visible in Self-Service Portal in all categories.
Case Record Type	The record type to assign to any case submitted via the Self-Service portal.
"From" Email Address	The email address from which all new user and password emails will be sent, for example, support@acme.com. When this field is blank, Salesforce uses: The Automated Case User's email address for users who receive an email with a temporary password by clicking Forgot your password? on the Login Page of the Self-Service portal. The Automated Case User is specified at `Your Name` \| Setup \| Customize \| Cases \| Support Settings. The email address of the user who last posted a comment for users who receive a case comment notification email.
"From" Email Name	The name that will be associated with the “From” Email Address, for example, “Acme Customer Support.” When this field is blank, Salesforce uses: Your organization's name for users who receive an email with a temporary password by clicking Forgot your password? on the Login Page of the Self-Service portal. The name of the user who last posted a comment for users who receive a case comment notification email.
New User Template	The email template used to send a username and initial password to all newly-enabled Self-Service users. Self-Service automatically selects a sample template for you, but you can modify the sample or create your own email template. This template must be marked as “Available for Use.”
New Password Template	The email template used to send a new password to existing Self-Service users when you reset their passwords or when they reset their own passwords by clicking Forgot your password? on the Login Page of the Self-Service portal. Self-Service automatically selects a sample template for you, but you can modify the sample or create your own email template. This template must be marked as “Available for Use.”
Enable Notification Email on New Case Comment	When selected, indicates that the Send Customer Notification option on a case comment is displayed. Even if this checkbox is not selected, the Send Customer Notification option still displays on cases if you have enabled email notifications to contacts who are not members of your Self-Service portal. See Customizing Support Settings.
New Comment Template	The email template used to send a notification to Self-Service users when a public comment is added to one of their cases. Self-Service automatically selects a sample template for you, but you can modify the sample or create your own email template. This template must be marked as “Available for Use.” Note that case owners are sent a separate notification that you can't customize.
Enable Case Auto-Response Rules for Self-Service Cases	Indicates if cases submitted through your Self-Service portal will trigger your auto-response rules.
Case Creation Template	The email template to use when cases submitted through your Self-Service portal do not match any auto-response rules.
Maximum Page Width	The maximum pixel width of the Self-Service pages from Salesforce. If hosting the portal yourself, this is the width of the inner HTML frame on your Self-Service login page.
Minimum Page Height	The minimum pixel height of the Self-Service pages from Salesforce.
Style Sheet URL	The complete, publicly accessible URL of your organization’s Self-Service style sheet, for example, “http://www.acme.com/styles/selfservice.css.” See Customizing Your Self-Service Look and Feel. If you use a predefined color theme, leave this field blank.
Color Theme	Use one of Salesforce’s color themes if you do not have your own style sheet to use. Click the View link to see template settings. To change the fonts and colors of one of Salesforce’s color themes, see Customizing Your Self-Service Fonts and Colors.
Case Single Term	Term used on the Self-Service portal instead of “case” (singular form).
Case Plural Term	Term used on the Self-Service portal instead of “cases” (plural form).
Solution Single Term	Term used on the Self-Service portal instead of “solution” (singular form).
Solution Plural Term	Term used on the Self-Service portal instead of “solutions” (plural form).

Click Save to save your Self-Service settings.