The Customer Portal is a secure, self-service platform that gives your customers 24/7 access to view and pay their Unpaid/Overdue invoices and submit service requests. It’s mobile-friendly, branded with your company logo, and designed to reduce inbound calls to your office.
From your ServiceCore account, you can control which customers have portal access, what products/services they can request, and how your team handles incoming requests.
Before You Start
Here are a few things to know before you continue:
- To see if you have access to this feature in ServiceCore, please check out this article on user permission levels.
- You must be on ServiceCore's Pro Plan to access this feature.
- Your customers can log into their portal via https://portal.servicecore.com/login.
- Your customers' contacts must have a valid email address in order to access their portal.
- Both Company and Site contacts can access their portal.
- Only Company contacts can view and pay invoices from their portal.
- Site contacts can only request services from their portal.
About the Customer Portal
The Customer Portal is designed to make your business better than the best in your area. Your customers get a simple way to pay and request services online while you get fewer phone calls and faster payments.
From their Customer Portal, your customers can:
- Request a service for an existing rental.
- Make a payment towards an Unpaid and/or Overdue invoice.
- Add, edit, and delete their company and site contacts.
- By adding company/site contacts, invite them to access their portal.
To learn more about what your customers can do from their portal, click here. Feel free to share this article with your customers so they can learn what they can do too!
Please Note: Only Unpaid/Overdue invoices will appear in customer's portals. Paid and Void invoices cannot be viewed in the customer portal at this time.
From your ServiceCore account, you can:
- Set up and manage the products and services your customers can request through their portal.
- Invite and manage company/site contacts' access to their portal.
- Approve or deny service requests that come from any of your customers' portals.
Enable Portal Access for your Customers' Contacts
Both you and your customers can enable portal access for their company and site contacts.
Company contacts with portal access are able to view/pay Unpaid/Overdue invoices and submit service requests.
Site contacts with portal access are only able to submit service requests.
Enable Portal Access for Company Contacts
To enable portal access for Company contacts in your ServiceCore account, just follow the instructions below:
- In a customer's profile, click into the "Contacts" section.
- Click the Enable Portal Access toggle to the right of each contact.
Please Note: You'll receive an error message if the contact doesn't have an email address in their profile because a valid email address is required for customer portal access.
They'll receive an invitation email to set up their log in for their portal which they can use to log in right away.
Enable Portal Access for Site Contacts
To enable portal access for Site contacts in your ServiceCore account, just follow the instructions below:
- In a customer's profile, click into the "Sites" section.
- Click on the name of the site the site contact is associated with.
- Click into "Contacts".
- Click the Enable Portal Access toggle to the right of each contact.
Please Note: You'll receive an error message if the contact doesn't have an email address in their profile because a valid email address is required for customer portal access.
They'll receive an invitation email to set up their log in for their portal which they can use to log in right away.
Manage Products and Services Displayed in the Portal
Ensuring that your customers have access to an accurate and comprehensive list of products and services is key to facilitating smooth service requests via the Customer Portal.
It's crucial to maintain an up-to-date list of available products/services to ensure accurate service requests from your customers through their portal.
Please Note: Your customers can only request products/services from the options you choose to display in their portal.
Add a Product to be Requested in the Customer Portal
When a customer submits a request to you through their customer portal, they must select both a product and a service as part of their request.
Having your customer select a product helps you identify which of their existing rentals they need a service for.
You could also allow them to request new product rentals depending on how you set up your services, covered below.
Please Note: All products allowed to be requested in the customer portal will be shown in all customers' portals. There's no way to limit certain products to specific customers at this time.
To add a requestable product to the customer portal, just follow the instructions below:
- Click on your name in the top right corner.
- Click on "Settings" from the drop-down menu.
- Click into the "Customer Portal" section.
- Click on "+ New Product".
- Give the Product a name.
TIP: We suggest making sure that the product name you add here matches your usual list of Products in the Inventory section so it's easier for you and your team to process customer portal requests. - Click "Save".
This product will automatically be added to your list of products and displayed in the customer portal.
Add a Service to be Requested in the Customer Portal
When a customer submits a request to you through their customer portal, they must select both a product and a service as part of their request.
Please Note: All services allowed to be requested in the customer portal will be shown in all customers' portals. There's no way to limit certain services to specific customers at this time.
To add a requestable service to the customer portal, just follow the instructions below:
- Click on your name in the top right corner.
- Click on "Settings" from the drop-down menu.
- Click into the "Customer Portal" section.
- Click into "Services".
- Click on "+ New Service".
- Give the Service a name.
TIP: We suggest making sure that the service name you add here matches your usual list of Services in the Inventory section so it's easier for you and your team to process customer portal requests. - Click "Save".
This service will automatically be added to your list of services and displayed in the customer portal.
Edit and Deactivate Products and Services
If you want to rename a product/service or deactivate it from showing in the customer portal, just click on the pencil icon to the right of it.
By toggling off the 'Show product/service in customer portal?' setting, you'll remove the product or service from displaying in the customer portal and your customers will no longer be able to use it in their requests.
Please Note: There is currently no way to permanently delete a product/service from your settings list. Doing so would remove that product or service from any historical requests that your customers have previously submitted and leave gaps in your records.
Manage Portal Requests
Efficiently managing the requests you receive from customers through their portal is crucial for maintaining high customer satisfaction and operational effectiveness. Fortunately, ServiceCore makes it easy to do this as part of your daily responsibilities.
To view portal requests in ServiceCore, simply click into the Portal section at the top of your account. If there are any unread service requests, a badge will display the number of unread requests at the top.
Portal requests are categorized into 4 statuses:
- New: Requests that haven't been viewed yet.
- Read: Requests that have been viewed, but not accepted or declined yet.
- Completed: Requests that have been accepted and converted into new jobs or rentals.
- Declined: Requests that have been declined.
Please Note: Requests will only remain in the New status as long as no one with access to the Portal section of your ServiceCore account clicks on it. The moment someone click "View Details", the request will automatically be moved to the Read status.
You can use the filters at the top to sort through your received requests and can search for specific requests by customer, contact name, site number, or PO number.
TIP: If you want to see all of your requests in a single list regardless of status, just click on the orange-highlighted status(es) to remove the status filter and see all requests at once.
Convert a Portal Request to a Job or a Rental
When you decide to accept a request, you'll need to convert the request into a job or a rental depending on what was actually requested by the customer.
To convert a portal service request to a job or rental, just follow the instructions below:
- Click "View Details" next to the request.
- Scroll to the bottom of the request and click either "Create Rental" or "Create Job".
- Fill out the Create Rental or Create Job form like normal.
After you've saved the new rental or job, the service request will move from the Read status to the Completed status.
Decline a Portal Request
When you decide to not accept a request, you'll need to decline it so your customer is notified.
To decline a portal service request, just follow the instructions below:
- Click "View Details" next to the request.
- Scroll to the bottom of the request and click "Decline Request".
Your customer will receive an email notifying them that their service request has been declined and the service request will move from the Read status to the Declined status.
Please Note: There's no way to accept a service request that's previously been declined. Your customer will have to resubmit their service request in order for you to accept it.
Frequently Asked Questions (FAQs)
These FAQs address common questions and quick clarifications to help you use this feature with confidence.
Why Can't My Customer Access Their Portal?
This may happen when a customer forgets their password or has their portal access disabled.
Double-check that their portal access is enabled in their profile and, if it's enabled, have them use the 'Forgot Password?' option on the customer portal login page.
How Can I Retrigger the Invite Email for a Customer?
At this time, there is no way for you to retrigger an invitation email for your customers. If a contact cannot find the invitation email in their Inbox or Spam folders, have them use the 'Forgot Password?' option on the customer portal login page.
If they still don't receive the password reset email, please reach out to our Support team for further assistance.
Why Can't My Customers Request a Specific Product/Service?
If your customers are looking for a product or service in their customer portal but cannot find it, it's likely that you still need to add it as an option for them to select or re-activate it if it's been disabled.
Please check the Customer Portal settings in your ServiceCore account to confirm whether the product/service is allowed to be requested through the customer portal.
If you have any questions, please reach out to our Support team through the chat widget on the bottom of this page or by sending an email to support@servicecore.com!