Smart Portal

the smart porta l is a feature of the solution that \<font color="#3b9f0f">makes available the service catalog\</font> (business and support) to the system users and allows making several actions, including open a ticket (service request); receive news about the system; evaluate service requests; access to knowledge about the tickets to clarify the doubts \<font color="#3b9f0f">menu button\</font> clicking this button allows you to hide/display the smart portal menu; \<font color="#3b9f0f">knowledge portal\</font> shortcut to knowledge portal, allows the user to perform the search of information generated in your organization; \<font color="#3b9f0f">docs\</font> directs the user to the \<font color="#3b9f0f">citsmart \</font> product documentation; \<font color="#3b9f0f">access system\</font> allows entering the system; \<font color="#3b9f0f">notifications\</font> a location where system alert messages are displayed; \<font color="#3b9f0f">user identification\</font> clicking this option displays the functions to change the access password and exit the system; \<font color="#3b9f0f">search\</font> allows you to search the services available in the portal; \<font color="#3b9f0f">portal\</font> allows return to the smart portal's start window; \<font color="#3b9f0f">smartbox\</font> shows the number of requests that are in the user's shopping cart (active option only when parameter 292 is set to "yes"); \<font color="#3b9f0f">my requests\</font> allows the logged in users to view their service requests and perform some actions on them; \<font color="#3b9f0f">approvals\</font> allows the logged in user to view only those service requests that require approval; \<font color="#3b9f0f">news\</font> where the news is made available, for example, concerning the organization, the system, etc; \<font color="#3b9f0f">active campaigns\</font> allows logged in users to view active satisfaction surveys; \<font color="#3b9f0f">chat\</font> allows you to create a service request and interact with the attendant about it; \<font color="#3b9f0f">voip\</font> allows you to make calls directly from the smart portal, however, integration with voip tools is required; \<font color="#3b9f0f">language\</font> allows you to choose the language you want for the system (portuguese, english, or spanish); before getting started it is necessary to have registered the contract, the definition of the time of attendance for the request/incident activities; it is also necessary to have registered, in the smart portal, the portfolio with services and activities of request and incident procedure access the main menu processes > portfolio and catalog management > smart portal ; choose a portfolio and click on it it will be presented several actions that can be executed in each one of the tabs of this screen here are they service in this tab, are presented the activities registered in the portfolio when selecting and clicking on an activity, it will be possible to register the service request (ticket) about the scenario found; observe the knowledge about the ticket when clicking on the tab of the same name; analyze the user's evaluation of the request available when clicking on the " evaluations " tab and have access to news about the request when clicking on the " active campaigns " tab; 🖊 note the knowledge available in the " knowledge " tab of the " service " item can be defined in two levels the knowledge linked to the portfolio that will be presented in the " service related ” item; the knowledge that was associated with the ticket (added when the responsible for its attendance linked an article to spread the knowledge about the solution) ordened in the " related to the request/incident " item knowledge when click on the tab, it'll be presented the knowledge linked to the portfolio; active campaigns this tab presents the questionnaires (collection of information) about the portfolio in question 3\ when clicking on the " menu " icon, the shortcuts to some actions will be presented it is allowed to view the requests created by the user when clicking on the " my requests " icon, view the ticket approvals made by the user, observe news and active campaigns (questionnaires) about the organization