user manual table of contents...user manual: salesforce customer portal for wordpress biz/ump/g1...

USER MANUAL

SalesPort – Salesforce

Customer Portal for

WordPress (Classic Mode)

Version: 3.3.2

WordPress Compatibility:

WordPress: 4.0 to 5.4.1

Salesforce Compatibility:

Professional (API Should be enabled), Enterprise,

Unlimited, Developer, Performance

TABLE OF CONTENTS

Introduction ......................................................1

Benefits of Customer Portal .............................1

Prerequisites .....................................................1

Installation.........................................................2

Salesforce App Installation ........................... 2

Salesforce Classic .......................................... 2

Upgrade Package .......................................... 4

WordPress Manual Plug-in installation ......... 6

Plug-in Configuration ........................................8

Create a Connected App ............................... 8

SalesPort Classic App .................................. 13

Role Management ...................................... 14

Portal Layout Settings ................................. 20

Approval and Verification for Portal Users . 23

Enable Approval Status and Email

Verification Button.................................. 25

Email Notification ....................................... 26

Other Configurations .................................. 28

WordPress Configuration Settings .............. 34

Front Side Instructions .................................. 39

Contact Us ...................................................... 50

USER MANUAL: Salesforce Customer Portal for WordPress

BIZ/UMP/G1 Public 1

Introduction

Salesforce Customer Portal for WordPress lets WordPress website owners add a customer portal in their

website with Salesforce as the backend framework and WordPress as the front-end interface. With this

portal, your customers will be able to log into their accounts and create support or complaint cases that

they want to be addressed, manage CRM records, get personalized dashboard and many more.

Through the cases module of your Salesforce system you will be able to get details of all the open cases

and address them as per their priority.

Benefits of Customer Portal

• With a CRM integrated portal, you can provide better customer experience by quickly following up

and resolving on all open cases and support requests.

• As the customers place their own request, there are less chances of ambiguity and

miscommunication.

• You can manage your CRM records from portal and even add attachments for those records.

• Our Portal integrates your existing Salesforce with WordPress systems. So, you don’t have to

invest in additional software or technology infrastructure in creating a support portal for your

customers.

Prerequisites

Following points must be followed before starting Installation:

• You should login as an Administrator in Salesforce.

• You must have a valid License Key Provided by CRMJetty.

• Check your WordPress site has compatibility with Customer Portal.

• Your WordPress site must have a SSL Certificate.

• You should be able to login as an admin in your WordPress site.

• You must create a connected app in Salesforce side.

• You should also authenticate the connected app on the WordPress end.

• Supported Salesforce Editions: Enterprise, Unlimited, Developer, Performance, Professional (API

should be enabled.

https://appexchange.salesforce.com/results?filter=EE

https://appexchange.salesforce.com/results?filter=UE

https://appexchange.salesforce.com/results?filter=DE

https://appexchange.salesforce.com/results?filter=PP


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Installation

Salesforce App Installation

• You can install Customer Portal in Salesforce through following modes:

▪ Salesforce Classic

▪ Salesforce Lightning

• To install the Customer Portal using the Salesforce Classic mode, switch to Salesforce Classic

mode.

• To switch the mode, navigate to Admin -> Switch on Salesforce Classic

Salesforce Classic

• To install the app, navigate to Salesforce AppExchange or Open this

'https://appexchange.salesforce.com/' in browser.

• Go to search bar and search 'Sales port' and open it, if you don't find open this

https://appexchange.salesforce.com/listingDetail?listingId=a0N3A00000EGye2UAD.

• Select 'Get It Now' option.

• Login to AppExchange, using your Salesforce credentials.

• Now select 'Install in production'.

• Go through terms and conditions and click 'Confirm and Install'.

• Now select ‘Install for Admins Only’ and click on ‘Install’ button.

https://appexchange.salesforce.com/

https://appexchange.salesforce.com/listingDetail?listingId=a0N3A00000EGye2UAD


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• After the installation is completed you will be notified through a notification. And to complete the

installation click on ‘Done’ to finish the installation process.


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• By clicking on ‘Done’ button, you will be redirected to the Installed Packages page. And installed

Customer Portal will be listed in the ‘Installed Packages’ table.

Upgrade Package

• Select ‘Install for Admins Only’ and click on ‘Upgrade’ button.

• After the upgrade is completed you will be notified through a notification. And to complete the

upgrade process click on “Done” to finish the upgradation process.


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• By clicking on ‘Done’ button, you will be redirected to the Installed Packages page. And installed

Customer Portal will be listed in the ‘Installed Packages’ table.


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WordPress Manual Plug-in installation

• Login to your WordPress portal from wp-admin and navigate to Plugins module. Here you can see

the Add New Button. Click on ‘Add New’ button which will redirect you to Add Plugins Page.

• Click on ‘Upload Plugin’ button. Browse the ‘sf-customer-portal’ zip and Install the Plugin.


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• Go to Installed Plugins screen. Here, you can see Salesforce Customer Portal plugin was

successfully installed. But still it’s Inactive.

• Click on ‘Activate’ to activate this newly installed plugin.


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Plug-in Configuration

Create a Connected App

• To create a new connected app, click on ‘Setup’ button. On clicking ‘Setup’ button you will be

redirected to the setup page.

• From setup page navigate to Build -> Create -> Apps. On clicking ‘Apps’ link you will be redirected

to the Apps page.


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• Now navigate to ‘Connected Apps’ section from Apps page and click on ‘New’ button.

• By clicking on ‘New’ button you will be navigated to the New Connected App page. Fill up the

following details in this page:

▪ Connected App Name: Enter name of the connected app.

▪ API Name: Enter the name of API.

▪ Contact Email: Enter the contact email address.


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• Enable OAuth Settings: Check the checkbox to enable the OAuth settings.

• After checking the checkbox, you will be presented with following mandatory fields:

▪ Callback URL: Set ‘https://login.salesforce.com/services/oauth2/token’ callback URL.

▪ Selected OAuth Scopes: Set ‘Access and manage your data API’ by selecting the field and

clicking on the ‘Add’ icon.

• After providing the details, click on ‘Save’ button to create the connected app. By clicking on

‘Save’ button you will redirected to the below screen:

• Click on ‘Continue’ button and you will be provided with the details of the newly created

connected app.

• To manage the connected app, click on ‘Manage’ button.

https://login.salesforce.com/services/oauth2/token



• On Clicking ‘Manage’ button, you will be redirected to the Connected App Detail page.

• From this page click on ‘Edit Policies’ button to edit the policies for the connected app.



• By clicking on ‘Edit Policies’ button, you will be redirected to the Connected App Edit page. From

this page, edit the IP restrictions by selecting ‘Relax IP Restrictions’ option from the ‘IP

Restrictions’ dropdown list.

• To save the changes, click on ‘Save’ button.



SalesPort Classic App

• SalesPort classic app tab will contain all configurations and settings related to SalesPort –

Salesforce Customer Portal for WordPress.

• For accessing classic app, click on “App Menu” and select “SalesPort” tab.

• You will get contacts, layout settings, portal settings and customer portal roles tab.



Role Management

• Customer portal provides feature to manage Salesforce Module’s accessibility for their WordPress

portal users. You can decide access of which module should be provided to which customer by

role management.

• For role settings, click on ‘All Tabs’ icon and you will be redirected to the All Tabs screen. Now

click on ‘Customer Portal Roles’.

• Now for adding new role, click on “New”.



• Fill required details and click on “Save” button to add new role.

• Once the role is added, open the role and assign contact to that role by clicking on “New Contact”.

• To manage module access for particular role, navigate to Role detail page -> Module Access Tab.

• Set access right for modules and click on “Save” button.



Note: By default, there will be one primary role defined which is assigned to newly created user, you can

define any role as “Primary Role”.

• To enable Case Deflection setting, click on Role Settings.

• Check the box under the Case Deflection title to enable it. And then click on Submit to save the

setting.

Note: Case deflection will only work if solutions and cases module are enabled.



Assign Role to Contact:

• Steps to Set fields in contact layout: Go to Setup -> Object manager -> Contact object -> Page

layout -> Contact layout -> Drag and drop (Enable Customer Portal, Username and Customer

Portal Role).

Note: Here, you do not need drag and drop of ‘Password’ field for the security purpose. The password

generation link button is provided separately in the contact details.

• For assigning role to particular contact, navigate to list view and select any contact.

• Fill out information i.e. Username, Portal Role and Enable Portal and click on save.

• For the password, you can generate password link by clicking on “Send Generate Password Link”

button and it will directly send mail with set password link. From that link, you can generate a new

password.

Note: If you are unable to see “Send Generate Password Link” button, then navigate to Setup -> Object

Manager -> Contact object -> Page Layout -> Customer Layout > Drag and drop “Send Generate

Password Link” to custom buttons.



Generate Mass Credentials:

• Generate portal credentials for already created CRM contacts. Convert these contacts to portal

users from salesforce in a single click. An email will be sent to these users with their Portal

credentials.

• To generate mass credentials, navigate to contacts.

• Select contacts and click on “Mass Generate Portal Credentials”.

Note: If you are unable to see “Mass Generate Portal Credentials” list button, then navigate to Set up ->

Object manager -> Contact object -> Search layout -> List view > Drag and drop Mass Generate Portal

Credentials to selected button from available button.

Note: You will get “Mass Credentials” option only if no filter is applied and “All Contacts” view is there.



Assign Email Template:

• When Mass Credentials are generated, user is registered from portal or requested for forgot

password, then email will be sent to portal user with their credentials, for that admin require to

set email template.

• For setting email template navigate Portal Settings.

• Enter Portal URL and Select email template.

• Click on save to set email template.



Portal Layout Settings

• To avail Salesforce modules into your WordPress portal, it is mandatory to set Portal Layouts for

each accessible module. Customer Portal plug-in provides facility to set Portal Layouts for any

module from Salesforce.

• For layout settings, click on ‘All Tabs’ icon and you will be redirected to the All Tabs screen. Now

click on ‘Layout Settings’.

• By clicking on ‘Layout Settings’ link you will be redirected to the Layout Settings screen.

Or

• Click on ‘App Menu’ icon and App Menu screen will open.

• Select “SalesPort app” from app menu.



• Navigate to “Layout Settings” option.

• You can select the desired role and module from ‘Select Roles’ and ‘Select Modules’ dropdown

list and set the layout for the selected module.

• Set layouts for Edit view, Detail view and List view. Select the fields from left column and click on

‘Right’ button. After populating the layout, click on ‘Save’ button to save the layout.

• You can also copy layout of any role by selecting the respective role and module.

• You can also set same edit view layout to detail view by checking the box i.e. “Copy all fields to

detail view”.

• You can rearrange the order of fields by clicking on ‘Up’ and ‘Down’ icons besides the right column

populated with the selected fields.



Sync fields from active page layout:

• Sync fields from active page layout will allow the user to copy fields from default salesforce record

page layout to portal module layout.

• By selecting the checkbox, it will load fields to selected fields list in dropdown. This will be helpful

for users who wants to provide same fields to portal end same as salesforce module record page

fields.

Note: Layout settings page, in selected fields, each field should be accessible or have a read only permission only then it will be visible in front.



Approval and Verification for Portal Users

• If you want to provide access to portal only to people/customers who are approved by admin,

then navigate to WordPress Admin Panel -> Customer Portal Settings Page.

• Tick the checkbox next to User Approval flow to enable the approval process flow for customer

registration.

• Now, whenever a portal user registers from portal, they will be added to Contacts module in CRM

with pending status.

• You can apply advance filter on contact’s list view and get the list of Unapproved Portal Users.

• To approve pending contacts, select contacts from the filtered contacts list view and click on the

action’s dropdown.



• Now select ‘Approve Portal User’ option from button list actions.

• This will convert pending CRM Contacts to portal users and a list of imported contacts will be

displayed.

• After this approval process, it will also send an email to portal users notifying that they are

approved and can access the portal.

• Instead of mass contacts approval you can also navigate to the detail view of any contacts and

approve them by changing the approval status from portal user information tab.

Note: Once the contact is approved, you cannot change the approval status of that contact.

• If verification flow is enabled, they user will need to verify their account then only they can

proceed further for login.

• You can also select email template for approval and email verification emails.



• Navigate to SalesPort app, from top right corner app dropdown menu -> portal settings tab and

you can select approval template and email verification template.

Enable Approval Status and Email Verification Button

• To enable ‘Approval Status’ and ‘Is verify’ field in layout for email verification, navigate to contact

and select any contact.

• You will get an edit layout option, select that to navigate to edit layout page.

• Now drag and drop “Is Verify” and “Approval Status” to layout and save it.



Email Notification

• Email notification workflows is directly set when SalesPort package is installed, so portal user and

admin will receive mail notification when any of the following activities are performed.

o Case Created From salesforce: If case is created from salesforce, it will send an email

with basic case details.

o Case Created From portal: If case is created from portal, it will send an email with

basic case details.

o Case status changed from salesforce: If any status of case is changed from salesforce,

it will send an email with basic case details.

o Case status changed from portal: If any status of case is changed from portal, it will

send an email with basic case details.

o Case Comment added from portal: If any case comment is added from portal, it will

send an email with case comment and basic case details.

o Case Comment added from salesforce: If any case comment is added from salesforce,

it will send an email with case comment and basic case details.

o Order Created: If any order is created, it will send an email with basic order details.

• Admin can also change email template. Navigate to App Menu -> SalesPort -> Portal Settings tab.

• Select appropriate template and click on “Save”.

• Admin can also de-activate email notification.



• For De-activating email notification navigate to setup and search “Workflow Rules” in search bar.

• Click on deactivate button, to deactivate email notification.

Note: By default, all workflow will get activated when package is installed.



Other Configurations

Set Contact Layout for Salesforce:

• To set contact layout, click on ‘Setup’ button and you will be redirected to the Setup page.

• From setup page navigate to Build -> Customize -> Contacts -> Page Layouts.

• By clicking on ‘Page Layouts’ link, you will be redirected to the Contact Page Layout page.

• Now click on ‘Edit’ button besides ‘Contact Layout’ to edit that layout.



• On clicking ‘Edit’ button, you will be redirected to the Edit View of the Contact Layout.

• Now drag the ‘Username, Password, Customer Portal Role and Enable Portal Checkbox’ field to

the Contact Detail section and click on ‘Save’ button to save the changes.

Set Contracts Layout for Salesforce:

• To set contract layout click on ‘Setup’ button and you will be redirected to the Setup page.

• From setup page navigate to Build -> Customize -> Contracts -> Page Layouts.



• By clicking on ‘Page Layouts’ link you will be redirected to the Contract Page Layout page.

• Now click on ‘Edit’ button besides ‘Contract Layout’ to edit that layout.

• Drag the ‘Related Contact’ field to the Contract Detail section and click on ‘Save’ button to save

the changes.



Set Orders Layout for Salesforce:

• To set order layout, click on ‘Setup’ button and you will be redirected to the Setup page.

• From setup page, navigate to Build -> Customize -> Order -> Page Layouts.



• By clicking on ‘Page Layouts’ link, you will be redirected to the Order Page Layout page.

• Now click on ‘Edit’ button besides ‘Order Layout’ to edit that layout.

• Now drag the ‘Related Contact’ field to the Order Detail section and click on ‘Save’ button to save

the changes.

View Like and Dislike Counters in Salesforce:

• To get counters for like and dislike in salesforce, navigate to SalesPort app -> solutions -> solution

ratings.



WordPress Configuration Settings

• Go to WordPress admin side and click on ‘Customer Portal’ and configure Salesforce portal setting

options.

License:

• To add the license key, navigate to the ‘License’ section in the Salesforce Customer Portal Settings

page and enter the license key in the ‘License Key’ field.

Authentication:

• To authenticate your Salesforce Customer Portal, fill up the following fields:



▪ Consumer Key: Enter Connected App consumer’s key

▪ Consumer Secret: Enter Connected App consumer’s secret key

▪ Username: Enter the Username for Salesforce account

▪ Password: Enter the Password for Salesforce account

▪ Security Token: Enter the Security Token for Salesforce account

▪ Operation Mode: Select operation mode as sandbox or live.

Note: If you already have a Security Token enter it or else reset your Security Token.

How to reset Security Token?

▪ To Reset your Security Token, navigate to your personal settings, enter Reset in the Quick

Find box, then select Reset My Security Token.

▪ Click Reset Security Token. The new security token will be sent to the email address in your

Salesforce personal settings.

▪ For More Reference visit this link:

https://help.salesforce.com/articleView?id=user_security_token.htm&type=0

General Settings

• To manage portal settings, navigate to ‘General Setting’ section and you will find following fields:

https://help.salesforce.com/articleView?id=user_security_token.htm&type=0



▪ Name: Enter name of your portal.

▪ Logo: Upload a logo for your portal.

▪ Records per Page: Set number of records to show in list per page.

▪ Recent Activities on Dashboard: Select recent activities which you want to represent on

dashboard.

▪ Top Modules on Dashboard: Select modules which you want to represent on dashboard.

Note: Maximum four top modules are allowed.

▪ Charts on Dashboard: Check the box to display charts on dashboard.

▪ Enable Registration: Select checkbox to enable registration for portal users.

▪ Enable Email Verification: Select checkbox to enable Email Verification for portal users.

▪ Enable User Approval: Select checkbox to Enable Customer Registration to CRM admin.

▪ Two Step Authentication: If enabled it will allow user to access interface only after adding

valid OTP (Received in email).

▪ Mobile Menu Title: Add title for mobile menu of your portal

Password Settings

▪ Enable the Password settings by selecting the ‘Enable’ checkbox.

▪ Maximum Invalid Login Attempts: It limits invalid login attempts.

▪ Lockout Effective Period: To prevent unauthorized users trying to login continuously using

incorrect passwords.

Page and Layout Settings



▪ Log in Page: Set Login page.

▪ Registration Page: Set Registration page.

▪ Profile Page: Set Profile page.

▪ Forgot Password Page: Set forgot password page.

▪ Reset Password Page: Set reset password page.

▪ Manage Page: Set manage page.

▪ Portal Template: Select standalone or full width template.

▪ Theme Color: Set the theme color.

• If you want to make change or add existing portal pages to your pre-designed pages, you can use the

below mentioned short codes:

o Portal Forgot Password => [sfcp_forgot_password]



o Portal Login => [sfcp_login]

o Portal Manage => [sfcp_manage]

o Portal Profile => [sfcp_profile]

o Portal Registration => [sfcp_registration]

o Portal Reset Password => [sfcp_reset_password]

Note: You can also change background image and content for various portal pages by navigating to particular

page in WordPress -> Pages -> Select Page to make changes.

Manage Logs

• To track logs, click on the “Manage Logs” subtab in Customer Portal tab.

• The option is given to enable/disable the Logs. After enabling them, Log Console window will be

displayed. Here you will get an option to “Clear Logs”.



Front Side Instructions

After completing all configurations at Salesforce and WordPress for Customer Portal, Customer can sign-

up or login to Customer Portal and access Salesforce modules.

Login:

• Directly login to the portal using your portal credentials.

• If two-step authentication is enabled, then portal users will receive an OTP in email. Enter valid OTP and it

will allow portal users to access interface.

Note: OTP is valid for 30 minutes. If not used, then portal user needs to resend OTP and get new OTP.



Sign Up:

• Customer can sign-up to the Portal by clicking on ‘Sign Up Now!’ link on the Login Page. Clicking

on this link will redirect customer to the sign-up page.

• A new user can directly sign-up from the Portal.

Note: Already existing customers on both sides (WordPress and Salesforce) won’t get the access for

Customer Portal automatically on installation.

• On Sign up, it will check if any customer is registered with same username and email address. If no

such user exists in the system, then it will create a record in the Salesforce Contacts module. After

successful registration, user will be redirected to the login page. Thereafter, user can login to

portal with their Username and Password.



Forgot Password:

• Portal user can retrieve their login password using the ‘Forgot Password’ Option. They just need

to click on ‘Forgot Password’ option and enter your email address. Now, click on ‘Submit’ button

and you will receive access token in your email to reset your password.

Edit Profile:

• Select “My Profile” to view your details.

• On clicking ‘Edit’ button you will be redirected to the Profile page and you can edit your details

from here.



• You can also change your existing password and create the new one. Just you need to add old

password, new password and confirm password.



Portal Dashboard:

• Quickly access any module from navigation drawer. WordPress admin can set the accessibility to

recently added records for portal users. Accordingly, those modules with their recent records will

be displayed on the dashboard.

• It will also display charts for cases and order module to view their status.

• You can also search globally from the portal or can select module from drop down to search from

any specific module.



List View:

• Navigate to any module and you will be able to see the list of records of that module. You can

search a record from the list view, delete it or update it along with its details.

• You can also add a new case. To add a new case, click on the ‘Add’ button.

Add Record:

• Add a new record in the case module from the portal and it will get reflected in Salesforce.



Detail Page:

• Click on the ‘View’ button from the List View and view the details of a record. You can edit that

record or delete it from the detail view.

Case Comments:

• To add comments for a case, go to the detail view of a case and enter comments in the ‘Case

Comments’ text field. Click on ‘Save’ button to save the comments.



Add Attachments:

• To add attachments for case module, go to the detail view of a record or if you want relate

attachment to logged in contact, then navigate to attachments from module list

• Upload the file for attachment by clicking on ‘Choose File’ button, you can also enter the

description for the attachment in ‘Description’ text field.

• Now click on ‘Upload’ button to upload the attachment along with its description.

• You can also preview the uploaded attachments either from detail view or list view.

Solutions:

• Solution module in portal helps portal user to get probable solution before generating any case.

• When portal user faces any queries or issues, they will navigate to add case option.



• They can add queries or issues in search solution box if they want to or they can also directly add a

case. If they have searched and there is any appropriate solution related to that query, then the

solution will get listed.

• You will also get counter of likes or dislikes of the solutions. Moreover, you can also like or dislike

them if they you find them useful.

• If no solution is found related to portal users queries or issues or they didn’t find which they are

looking for then they can add case by clicking on “Add Case” button.

• Once the case is added and if admin adds any solution related to that case then portal user can

view those solutions. Navigate to Case Listing -> Actions -> Solutions.

Note: Here default solution object of salesforce is being used. For adding solution and relating it to any

case you need to navigate to All Tabs -> solution



• You will be navigated to detail view where solutions list will be available for that specific case.

Note: There can be multiple solution added to one specific case.



Orders:

• View Orders added by admin from Salesforce side in Portal.

• Product items related to that specific order will be listed.



Contact Us

We simplify your business, offer unique business solution in digital web and IT landscapes.

Customization: If you would like to customize or discuss about additional features for your Customer Portal, please

write to [email protected].

Live Chat

• Get instant support with our Live Chat.

• Visit our product page at: https://www.crmjetty.com/salesforce-wordpress-customer-portal.htm and click on the Live Chat button for instant support.

Tickets

• Raise tickets for your specific question!

• Send an email to [email protected] or

you can login to your account @

www.crmjetty.com and click on My Support

Tickets on your account dashboard, to get

answers to your specific questions.

mailto:[email protected]

https://www.crmjetty.com/salesforce-wordpress-customer-portal.htm

https://www.crmjetty.com/salesforce-wordpress-customer-portal.htm

mailto:[email protected]

http://www.crmjetty.com/

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