Customer How-To Setup: Customer Service Portal Settings (CSP)

Customer How-To Setup: Customer Service Portal Settings (CSP)


Customer Workflow



The Customer Service Portal allows for a customized user experience. As a company, you may choose which workflows are accessible to a customer and what device types are presented to the customer.


Workflow Types

These settings are found on the left portion of the Customer Workflow section. There are currently three workflow types available. Service Drop-Off, Sales Workflow and Service Pick-Up. Each workflow is described in detail below. 
Note: Each row represents a single workflow configuration.

Option Name
Viewable by the customer. This is what the customer will see when choosing a workflow type from the customer service portal. 


Workflow Type
The workflow type the customer will be guided through. Associated with the customer facing Option Name described above.



Device Types

These settings are found on the right portion of the Customer Workflow section. There are currently three device types available. Mac Device, iOS Device and Other Device.
Note: Each row represents a single device configuration.

Option Name
Viewable by the customer. This is what the customer will see when choosing a device type from the customer service portal's service drop off workflow. 


Device Type
The device type category to be used in conjunction with the customer-facing Option Name.  Associated with the customer facing Option Name described above.




Service Drop-Off Workflow


Guides a customer intending to drop off a device for service. The portal will place the customer in the employee-facing customer queue ordered by check in time. Basic information about the customer and his/her device is also collected in this process.


Sales Workflow


Guides a customer intending to speak to a sales representative. The portal will place the customer in the employee-facing customer queue ordered by check in time. Basic information about the customer is collected in this process.
Note: A customer may opt to skip the customer lookup (email/phone) and simply enter their first and last name to be immediately placed into the queue.


Service Pick-Up Workflow


Guides a customer intending to pick up a device that was dropped off for service. The portal will place the customer in the employee-facing customer queue ordered by check in time. The customer will be required to enter either their email or phone number to be placed into the queue.


Integrations

External services or 3rd pard web applications that can be integrated into the Customer Service Portal to provide additional features.

Current Integrations:
  • Appointment Scheduler
    • Cross references our Apple Appointment Scheduler system. Allowing you to check whether a customer has already created an appointment through Apple's system.
    • Requires the Appointment Scheduler (MacExperience Cloud App).
  • PIMS
    • A customer lookup integration that cross references your PIMS system. Allowing your customers to create/update a customer record within your PIMS system.
    • Requires PIMS with APIs enabled.
    • Coming soon!





Embed Codes



Embed Code
This embed code can be used to integrate the Customer Service Portal on your website. Please insert before the closing </body> tag in your html.


Landing Page Link
An alternative to the embed code,  you can link to this landing page by using the  <a href=""></a> tag.




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