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Overview

Before using Portal Agent, it is recommended that users carefully read through the following information. The information presented below is laid out in order, as some elements of Portal Agent must first be created before you can use this feature in your Org. 

For more information about Portal Agent, please read the Portal Agent Overview article. 

Portal Agent Configuration

Note: The user account you use to log into Resolver must have the Administrator permission to access the Admin Overview screen to complete the following steps.

1. The first step to using Portal Agent is to enable the feature from the Feature Access screen.
2. From the Incident object type, configure two new workflow paths:
   • Complete: This is the path for a successfully completed conversation with the Agent, where the Agent has either compiled all the data needed, or the Submitter has completed the conversation.
   • Incomplete: This is the path for a missing or interrupted conversation with the Agent, which can be a result of browser or session abandonment or timeouts, or the Agent not collecting any data.
3. Create a new Portal URL Access user, separate from the one used for the regular Portal URL experience.
4. Create a new Confidential Users user group, separate from the one used for other Portal users.
5. Create the following two new dedicated roles:
   • All Access role: Provides full search capabilities across all records of a specific type. This role also supports relationships and references required by Portal Agent.
   • Limited Access role: Used for object creation and permissions-based searching records of a certain type. This role can be used for both the main incident created as well as searching among a subset of objects for a given relationship. 
6. Configure a new Portal Agent form.
7. Create a Portal URL specifically for use for Portal Agent. 
8. Add context to field and object descriptions, and relationships and references, to provide a more intuitive and efficient Portal Agent experience.

For detailed guidance for end users on interacting with the Agent, please see the Using Portal Agent article.