Portals and knowledgebases are useful tools that help you to better serve your clients. Customer portals allow your customers to monitor and track the progress being made on their tickets or tickets from their organization. Knowledgebases enable you to save time by giving customers the ability to find the information they need on their own or by allowing your customer support team to respond to queries by simply pointing to a knowledgebase article that answers a customer’s question.
How are they Similar?
The similarities between portals and knowledgebases are:
- Both reveal internal information from OneDesk to your customers
- You can customize both of them and embed them where you need them
How are they Different?
The main differentiators between portals and knowledgebases are:
- Portals need customers to log in to access the information.
- The information in a knowledgebases is publically available.
The portal is generally used to allow customers to log in and monitor specific information about their submitted items. On the other hand, the knowledgebases allow you to publicly share guides or FAQs with your customers.
Why Use Multiple Portals/KBs?
OneDesk allows you to create multiple customer portals and knowledgebases. Each portal and knowledgebase you make can look different and collect/show different information. You can also assign the different portals to send items (such as tickets) to different projects in OneDesk, allowing you to better organize incoming communications.
If you have multiple portals and knowledgebases, you can place each one into a separate website, enabling you to direct customers to the appropriately-branded portal that sends items to their respective project(s) in OneDesk.
This is great for companies that manage multiple brands or products and want to keep their customers engaged with the appropriately-branded portal or knowledgebase.