Basic Portal Access allows customer service portal users to submit service requests and check the status of those requests. Individual user profiles can be associated with service level agreements (SLAs) to allow or disallow the submission of service requests. User profiles can also help determine if a service request requires special handling.

The Solution Management and Community modules greatly expand upon the basic portal capabilities. Users are able to search and access all relevant solution information, all at the same time, and all from the same place. No more jumping between applications to find the right information. It’s all there in one place with Helpstream.

If a customer searches for a solution and the results come up empty, you'll know about it. You'll also know which problems are most common, the percentage of problems resolved through self-service, and the percentage of problems requiring service representative assistance. You’ll be able to know when it’s difficult for customers to execute problem resolution instructions and understand exactly where they’re having problems so you can fix it.

Our exclusive Search Bait feature allows your solution content to be indexed by Web search engines, bringing more customers to your Web site to find solutions to their problems. You’re able to gain greater visibility into their service needs, invite them to join your customer community, and anticipate their needs more effectively.

Helpstream let’s you customize the look and feel of the customer service portal to match your Web site. Basic branding features enable you to change the fonts and color scheme, customize the URL, and add your logo. Enhanced branding features enable you to use iframe technology to place the customer service portal into a page on your Web site.