How can I make certain tabs available to specific customers?
Service Level Agreements, Customer Portal pages
Oracle Service Cloud
We want to enable the chat help tab, but want to make it available to only specific customers. Can I do that with the Answers and Ask a Question tab as well?
You can configure your RightNow end-user pages so that only certain end-users can access specific pages and functions. For example, you can configure your site so that only a select set of end-users can access the Ask a Question page to submit incidents. Similarly, you can restrict access to the Answers and Chat pages. You can also restrict users from submitting incidents via email sent to a configured mailbox.
Overview of Steps: For example, if you wish to restrict access to the Ask a Question page to specific customers, use the steps below:
- Create an SLA that allows incidents to be submitted from the Ask a Question page. That is, in the SLA, the Self-Service Incidents field should be blank (to allow for unlimited incidents) or a number greater than 0 (to allow only a specific number of incidents). For more information on creating SLAs, refer to Answer ID 1837: Setting up Service Level Agreements (SLAs).
- Apply the SLA to the appropriate contact or organization.
- Configure your end-user pages to require an SLA to access the Ask a Question page. Refer to the section below.
- Use a test contact record set up with the SLA to verify that you can submit an assistance request via the Ask a Question page. Then, verify that a user who does not have that SLA cannot access the Ask a Question page.
Similarly, you can allow only specific contacts or organizations to submit incidents via email or have chat session or even access the end-user pages.
Configuring the SLA: When you create the SLA, specific fields in the SLA correspond to which features the end-user can access. For the incident fields, you can set the value to be blank which allows unlimited incidents to be submitted or you can set the field to a value greater than 0 to allow a specific number of incidents to be submitted via that channel.
The fields to define when creating an SLA are:
Chat Incidents: Type the maximum number of allowable chat incidents. Enter a zero if no incidents are allowed or leave the field blank to allow an unlimited number of incidents.
CSR Incidents: Type the maximum number of allowable incidents that can be created by a staff member for the contact or organization (for example, when customers contact your organization by phone). Enter a zero if no incidents are allowed or leave the field blank to allow an unlimited number of CSR incidents.
Self-Service Incidents: Type the maximum number of allowable incidents created from the Ask a Question page. Enter a zero if no incidents are allowed or leave the field blank to allow an unlimited number of incidents.
Email Incidents: Type the maximum number of allowable email incidents. Enter a zero if no incidents are allowed or leave the field blank to allow an unlimited number of email incidents.
Note: If the SLA_SUBMIT_EMAIL configuration setting is enabled, a valid, active SLA must exist for contacts and organizations to send emails to Service. If the EU_SLA_VISIBLE configuration setting is enabled, SLA information will be visible in email response.
Self-Service: Select this check box to allow customer access to the Answers page on the customer portal.
Note: If this check box is cleared, customers will not be able to view answers and may be directed to a permission denied.
Configuring the End-user Pages to Require an SLA:
In the Customer Portal pages, to require an SLA to access a page, you must include the sla_required="true" attribute in the meta tag for the appropriate file.
For further information, refer to the online documentation for Require an SLA on the Ask a Question page.
With the sla_required="true" attribute added to the meta tag, the contact must have a valid SLA associated to either their contact or organization record in order to access the page.
Hide Navigation tabs: In addition to customizing the file for the page to indicate that an SLA is required, you must also modify the templates so that the proper navigation tabs display for the contact that is logged in. For further information, refer to the online documentation for Set an SLA Condition for Displaying Page Content.
Evaluate the Support Home page: When restricting access to specific pages, if the Support Home page is enabled, review the home.php file. Consider editing home.php to remove reference to features that your general audience cannot access.