Overview

The BusinessCraft Service Portal allows authorised users to securely interact with the BusinessCraft Team to:

  • Create, review, update and track progress of Service Requests for the user’s organisation.

  • Search, review and provide feedback on Development Requests

  • Search, review and provide feedback on Knowledgebase Articles.

  • Update contact information.

Go to the BusinessCraft Service Portal - https://businesscraft.sugarondemand.com/portal/index.html

Login Page

The login page is where authorised users enter a username and password that grants access to the BusinessCraft Service Portal. The username and password is provided by a BusinessCraft Team Member and will provide access to:

  • Service Requests for that user’s organisation only

  • All Development Requests (customer specific information is not displayed)

  • All published Knowledgebase Articles

Currently, the forgotten password link does not provide an option to reset passwords.

If a user has forgotten their user name or password, another user with access to the portal should log a Service Request and a BusinessCraft Team Member will contact the user directly and provide the user name and password.

Sign Up

Users needing access to the BusinessCraft Service Portal, must click on the Sign Up button, provide the required information and click the Sign Up button.

The request will be lodged and a BusinessCraft Team Member will obtain authorisation from the user’s organisation that access is permitted. If authorised, a BusinessCraft Team Member will activate BusinessCraft Service Portal access for the user and the user will receive a confirming email with required details to log in. If not authorised, an email will be sent advising htat this is the case.

There is an option to choose the primary language to be displayed in the portal by clicking the Language icon on the bottom right of the Login screen. The language dropdown list will appear allowing the selection of the appropriate language to be displayed for that user’s portal account. 

Navigation

After logging in, the BusinessCraft Service Portal displays the Home Page. Clicking the Sugar Cube icon in the upper left of the screen or the BusinessCraft logo in the bottom left of any page will return to the Home Page.

Every page of the portal displays the Navigation Bar providing access to the Service Request, Development Request and Knowledge modules, performing Searches and updating the User Profile.

 

The navigation bar consists of the following options from left-to-right:

Sugar Cube Icon Click the icon in the upper left to access the Home Page
Service Requests Click the Service Requests tab to view a list of Service Requests for your organisation. Clicking the drop-down arrow on the right-hand side of the tab provides options to Create a Service Request, view a List of Service Requests or select a recently accessed Service Request for your organisation.
Development Requests Click the Development Requests tab to view a list of Development Requests. The drop-down arrow allows viewing Development Requests or selecting a recently accessed Development Request.
Knowledge Base Click the Knowledge Base tab to view a list of Knowledge Base Articles or click the drop-down arrow on the right-hand side of the tab to view a List of Knowledge Base Articles or recently accessed Knowledge Base articles.
Search Enter Service Request Number or Subject, Development Request Subject or Knowledgebase Article Name to carry out a search across the entire BusinessCraft Service Portal.
User Profile Click the User Profile Image to access the user profile or log out.
Quick Create Click the + Sign to quickly create a Service Request.

 

Search will search for information across all available records in the BusinessCraft Service Portal, as opposed to restricting searches to a specific module or area. Search is in the top right hand side of the navigation bar.

Search will only search the following fields in the following modules:

Service Requests

Service Request Number

Subject

Development Requests Subject
Knowledge Base Article Name

To use search, enter the keyword into the search box and the pop-up results will begin appearing as soon as at least one character is entered. Please note that the search automatically appends a wildcard character (%) to the end of the search phrase. This allows the system to retrieve all records that start with the keyword entered in the search.

To broaden the search, use the wildcard (%) at the beginning of the keyword (e.g. %installation). Any record with the word "installation" in the subject and/or name will be displayed, regardless of how the subject and/or name starts or ends.

Click View all results for a full list of records that match the entered keyword.

Click the Preview icon to the right of each search result to display a preview of the record to determine which record needs to be accessed.

In the upper right of the preview pane, there are two buttons that allow scrolling through the search results. Click the left arrow button to display the previous record in the search results or the right arrow to display the next record in the search results.

To close the preview, click the "X" in the upper right of the preview pane or the double arrow icon to the left of the preview pane.

User Menu

A profile image icon is displayed to the right of Search. Click the icon or the drop-down arrow to display the user menu providing access to the user’s profile or to log out.

The user profile can be edited by selecting Profile and updating any of the provided fields either by using inline editing or clicking on the Edit button.

An image can be uploaded for the profile by clicking the icon to the left of the user name. This image will become the avatar for that user throughout the BusinessCraft Service Portal.

To update the user’s portal password, enter the current password, the new password and confirm the new password. Once the necessary fields have been updated, click the Save button to preserve the changes made.

Selecting the Log Out option will log the user out of the BusinessCraft Service Portal and return to the login page.

Quick Create

The Quick Create menu is located to the right of the user icon and is easily identified by the + icon. Click the Quick Create icon in the upper right of any portal page to access the quick create menu which enables the quick creation of a Service Request.

The BusinessCraft Service Portal Footer displays links to go back to the Home Page, launch a quick tour or access the SugarCRM Portal User Guide.

Logo Clicking on the BusinessCraft Logo returns to the Home Page.
Tour Launches a quick tour to display key portal features.
Support Opens the SugarCRM Portal User Guide.

Home Page

The BusinessCraft Service Portal home page consists of a dashboard containing Service Request, Development Request and Knowledge Base dashlets.

Each dashlet displays a list of 5 records with some basic details. Click the More Module Name (e.g. More service requests) link at the bottom of the required dashlet to view an additional 5 records.

New Service Requests can be created by clicking the + button in the upper right corner of the Service Request dashlet.

The Magnifying Glass icon allows the module search bar to be opened or closed for each dashlet. To perform a search, enter in the appropriate search term and the relevant results will display in the list view below. To view more details of each record, click the subject or name.

Clicking any column heading will sort the dashlet list by the that column either in ascending or descending order depending on how many times the column was clicked.

Clicking the dashlet's title (e.g. Knowledge Base) will open the module's list view which is a much better view to use when there are larger numbers of records involved.

Service Requests

The Service Requests Module allows the creation, update, review and closure of Service Requests. Service Requests are used to obtain service from BusinessCraft whether that is to report product issues, get answers to questions, book a consultant, schedule a site visit, get a quote, arrange a copy of an invoice or any other request for service.

Users can view all Service Requests submitted for their organisation to determine status/progress, request updates, or provide additional information in relation to that request whether that is a note or an attachment.

Creating Service Requests

Service Requests can be created by:

  • Clicking the Quick Create icon (+) in the Navigation Bar

  • Clicking the Create Service Request icon (+) in the Service Request Dashlet Title Bar

  • Selecting Create Service Request from the Service Request Actions Menu

Regardless of the method used to commence the creation of a Service Request, the Service Request Record View is displayed:

The following fields can be accessed and need to be completed with as much detail as possible:

Subject A concise summary of the Service Request (40 characters)
Request Call Indicate whether you require BusinessCraft to call you regarding this Service Request. (Call) or not (Not Required).
Customer Priority Indicate the priority of the request (Critical, High, Medium, Low)
Type Indicate the Type of Request (Product, Service, Quote, Administration)
Category Subject to the Type of Request, if displayed, select the Category from the drop-down list.
Found in Release Where applicable, select the BusinessCraft Version in use by your organisation.
Subcategory Subject to the Type of Request, if displayed, select the Subcategory from the drop-down list.
Service Request Details Record as much detail as possible regarding the nature of the Service Request to ensure your request is addressed as quickly as possible.

Click the Save button to create the Service Request or Cancel to exit the screen without creating the request. The user who created the Service Request will receive a confirmation email that the Service Request has been created with details of the request and a link to the request.

Once the Service Request has been created, the details recorded cannot be edited. To provide additional or clarifying information or include an attachment requires a Note to be added to the Service Request.

Adding Notes to Service Requests

Notes in the BusinessCraft Service Portal are the method of communication regarding the Service Request between the portal user and BusinessCraft and vice versa. Notes can be used for a wide range of purposes such as:

  • To request additional or clarifying information from portal users

  • To provide additional or clarifying information to BusinessCraft

  • To provide answers to service requests or request additional information from portal users

  • To provide additional information or attachments such as screenshots and/or debugs

  • To request updates/progress from BusinessCraft on Service Requests

  • To provide updates/progress on Service Requests to portal users.

When BusinessCraft adds a note to a Service Request, the user who initiated that Service Request will receive an email advising that the Service Request has been updated with a link to the Service Request. The status of the Service Request may or may not change depending on the nature of the update by BusinessCraft.

When a Portal User adds a note to a Service Request, the Status of the Service Request is automatically changed and the BusinessCraft Team Member assigned to that request is notified that the Service Request has been updated and requires action.

When a Note is created, it appears in the Notes panel within the Service Request record view. These notes will only be visible to other portal users in your organization.

Note: There is a 30-second timeout limit for all uploads.

Use the following steps to add a note to the Service Request:

  1. Navigate to the record view for the Service Request

  2. Click the Add a Note button below the Service Request Record View

  3. In the pop-up window, enter the required information, optionally attaching a file

  4. Click Save to add the note or cancel to exit without creating the note.

On saving, the Note will be displayed in the Notes Panel underneath the Service Request Record View.

The Note Subject can be clicked to view the full Note record. Alternatively, click the Preview Icon to view the Note in the Preview Panel to the right:

Viewing Service Requests

Service Requests can be viewed using Service Request List View and optionally opening the Service Request in Record View. To view Service Requests, use any of the following options:

  • Go to the Home Page and select the Service Request from the Service Request Dashlet.

  • Click on the Service Requests Tab, open Service Request List View and select the Service Request.

  • Click the drop-down arrow next to the Service Requests tab, select View Service Requests from the Action Menu and select the Service Request from the List View.

  • Click the drop-down arrow next to the Service Requests tab, select the Service Request from the list of Recently Viewed Service Requests.

  • Use Search to find the Service Request and click on the Search result.

  • User Service Request Module Search from within the Service Request Dashlet and click on the Search Result.

Searching Service Requests

Searching for Service Requests can be carried out by:

  • Using the Search field in the Navigation Bar.

  • Using the Search field in the Service Request dashlet.

  • Using the Search Field in Service Request List View.

Note: Only the Service Request subject and number can be used to search for Service Requests.


Reviewing Service Requests

After locating the required Service Request and clicking on the Subject hyperlink, the Service Request Record View is displayed:

The following fields are displayed in Record View. Please note changes cannot be made to contents. Any updates must be carried out by adding a note to the Service Request:

Subject A concise summary of the Service Request (40 characters)
Request Call Indicates whether BusinessCraft was requested to call the portal user regarding this Service Request (Call) or not (Not Required).
Customer Priority The customer’s priority for the request (Critical, High, Medium, Low) when the request was created.
Type Indicate the Type of Request (Product, Service, Quote, Administration)
Found in Release Where applicable, the BusinessCraft Version in use at the time the request was created.
Category Subject to the Type of Request, if displayed, the Category for the request.
Status The current status of the Service Request.
Subcategory Subject to the Type of Request, if displayed, the Subcategory for the request.
Assigned To The BusinessCraft Team Member currently assigned to the Service Request.
Service Request Details The details of the request when the request was created.
Date Created The Date and Time the Service Request was created.
Date Modified The Date and Time the Service Request was last modified.

In the upper right of the Service Request Record View, there are two buttons that allow paging through each Service Request that appeared in the Service Request List View that was used to access this record. Click the left arrow button to display the previous record in the search results or the right arrow to display the next record in the search results.

Clicking the double arrow icon to the right of the Left and Right arrow button will expand/collapse the record view to either hide or show the Preview Pane to the right of the record view.

Any notes attached to the Service Request are displayed beneath the Service Request fields. Clicking the Note's subject or Preview icon will display relevant details of the note in the preview pane to the right of the record view. If there is a file attached to the note, the file can be downloaded by clicking the file name.

In the upper right of the preview pane, there is a Left and Right arrow button that allows scrolling through the notes attached to the Service Request. To close the preview, click the "X" on the upper right of the preview pane.

To add a new note, simply click the Add a Note button to the far right of the Notes header as described previously.

Development Requests

The Development Requests Module allows the review and addition of notes for Development Requests. Development Requests are created by BusinessCraft to record requests for Development, whether those requests are generated from Service Requests from customers or internally by BusinessCraft Team Members.

Users can view all Development Requests to see detail on work completed and released or provide additional information in relation to that request using a note and optionally providing an attachment.

Development Requests remain open for the life of the request until the work is completed and released in a product release/update or closed if it is determined that the work will not be carried out. Progress of Development Requests can be reviewed by checking the status of the Development Request and/or reviewing notes attached to the Development Request.

Customer specific information is not displayed in Development Requests. Further, when a customer adds a note, although BusinessCraft can view who made the note, that information is not visible in the BusinessCraft Service Portal, preserving customer confidentiality.

Viewing Development Requests

Development Requests can be viewed using Development Request List View and optionally opening the Development Request in Record View. To view Development Requests, use any of the following options:

  • Go to the Home Page and select the Development Request from the Development Request Dashlet.

  • Click on the Development Requests Tab, open Development Request List View and select the Development Request.

  • Click the drop-down arrow next to the Development Requests tab, select View Development Requests from the Action Menu and select the Development Request from the List View.

  • Click the drop-down arrow next to the Development Requests tab, select the Development Request from the list of Recently Viewed Development Requests.

  • Use Search to find the Development Request and click on the Search result.

  • User Development Request Module Search from within the Development Request Dashlet and click on the Search Result.

Searching Development Requests

Searching for Service Requests can be carried out by:

  • Using the Search field in the Navigation Bar.

  • Using the Search field in the Development Request dashlet.

  • Using the Search Field in Development Request List View.

Note: Only the Development Request subject can be used to search for Development Requests.

Reviewing Development Requests

After locating the required Development Request and clicking on the Subject hyperlink, the Development Request Record View is displayed:

The following fields are displayed in Record View. Please note changes cannot be made to contents. Any updates must be carried out by adding a note to the Development Request. Notes added to Development Requests will be reviewed by a BusinessCraft Team Member to see if improvements can be made to what is planned/was delivered in a Product Release/Update.

Number The Development Request Number.
Subject A concise summary of the Development Request (40 characters)
Status The current status of the Development Request.
Type The Type of Request (New Feature, Enhancement, Bug Fix)
Product The product affected by the Development Request.
Module The module (where applicable) affected by the Development Request.
Found in Release Where applicable, the most recent BusinessCraft Version that contains the problem being addressed by the Development Request.
Planned for Release Where applicable, the BusinessCraft Version that is planned to contain the solution for this Development Request.
Release Notes Approved Indicates if the Release Notes displayed have been approved for release to customers.
Release Notes The Release Notes for the Development Request.

In the upper right of the Development Request Record View, there are two buttons that allow paging through each Development Request that appeared in the Development Request List View that was used to access this record. Click the left arrow button to display the previous record in the search results or the right arrow to display the next record in the search results.

Clicking the double arrow icon to the right of the Left and Right arrow button will expand/collapse the record view to either hide or show the Preview Pane to the right of the record view.

Any notes attached to the Development Request are displayed beneath the Development Request fields. Clicking the Note's subject or Preview icon will display relevant details of the note in the preview pane to the right of the record view. If there is a file attached to the note, the file can be downloaded by clicking the file name.

In the upper right of the preview pane, there is a Left and Right arrow button that allows scrolling through the notes attached to the Development Request. To close the preview, click the "X" on the upper right of the preview pane.

To add a new note, simply click the Add a Note button to the far right of the Notes header as described previously.

Adding Notes to Development Requests

Notes in the BusinessCraft Service Portal are the method of communication regarding the Development Request between a portal user and BusinessCraft. Development Request Notes can be used:

  • To provide additional or clarifying information for portal users

  • To raise questions, add suggestions or comments for BusinessCraft to review.

When a Portal User adds a note to a Development Request, the Status of the Development Request is automatically changed and the BusinessCraft Team Member assigned to that request is notified that the Development Request has been updated and requires review.

When a Note is created, it appears in the Notes panel within the Development Request record view. These notes will be visible to all portal users, however details of the person adding the note are not disclosed.

Note: There is a 30-second timeout limit for all uploads.

Use the following steps to add a note to a Development Request:

  1. Navigate to the record view for the Development Request

  2. Click the Add a Note button below the Development Request Record View

  3. In the pop-up window, enter the required information, optionally attaching a file

  4. Click Save to add the note or cancel to exit without creating the note.

On saving, the Note will be displayed in the Notes Panel underneath the Development Request Record View.

The Note Subject can be clicked to view the full Note record. Alternatively, click the Preview Icon to view the Note in the Preview Panel to the right.

Knowledge Base

The Knowledge Base Module allows the review and addition of notes for Knowledge Base articles published by BusinessCraft. Knowledge Base articles include Product guides, Process Guides, Installation Guides, User Guides and Frequently Asked Questions (FAQs).

Users can view all published Knowledge Base articles, download attachments or follow links to the BusinessCraft Documentation web site. Notes can be added to Knowledge Base articles and a BusinessCraft Team Member will review the note to determine any required action.

Knowledge Base articles can be rates as Useful or Not Useful. If regarded as Not Useful, it will be appreciated if a note can be added with details, so that BusinessCraft can improve the article.

Knowledge Base articles are periodically updated and a Revision Control system is used to keep track of changes. Portal users are always presented with the current Knowledge Base article.

Viewing the Knowledge Base

Knowledge Base articles can be viewed using Knowledge Base List View and optionally opening the Knowledge Base article in Record View.

To view Knowledge Base articles, use any of the following options:

  • Go to the Home Page and select the Knowledge Base article from the Knowledge Base Dashlet.

  • Click on the Knowledge Base Tab, open Knowledge Base List View and select the Knowledge Base article.

  • Click the drop-down arrow next to the Knowledge Base tab, select View Articles from the Action Menu and select the Knowledge Base article from the List View.

  • Click the drop-down arrow next to the Knowledge Base tab, select the Knowledge Base article from the list of Recently Viewed Articles.

  • Use Search to find the Knowledge Base article and click on the Search result.

  • User Knowledge Base Module Search from within the Knowledge Base Dashlet and click on the Search Result.

  • Use the Knowledgebase Base Module tree dashlet in Record View to find the required article.

Note that Knowledge Base Articles can only be searched by Name, however the Knowledge Base Categories & Published Articles dashlet on the right-hand side of the screen provides an easy method to also find an article of interest.

When the required article is found click on it and the article will be displayed in Knowledge Base Record View.

Searching for Knowledge Base Articles

Searching for Knowledge Base Articles can be carried out by:

  • Using the Search field in the Navigation Bar.

  • Using the Search field in the Knowledge Base dashlet.

  • Using the Search Field in Knowledge Base List View.

  • Use the Knowledge Base Categories & Published Articles dashlet

Note: Only the Knowledge Base subject can be used to search for Knowledge Base Articles.

Reading Knowledge Base Articles

After locating the required Knowledge Base Article and clicking on the Name hyperlink, the Knowledge Base Record View is displayed:

The following fields are displayed in Record View. Please note changes cannot be made to contents. Any updates must be carried out by adding a note to the Knowledge Base Article. Notes added to Knowledge Base Article will be reviewed by a BusinessCraft Team Member to see if improvements can be made to the article.

Name The name of the Knowledge Base Article.
Text Body A synopsis of the Knowledge Base Article.
Attachments Where applicable attachments related to the Knowledge Base Article.
BC documentation Link Where applicable, the BusinessCraft Documentation Web Site link for the article.
Category The category for the Knowledge Base Article.
Active Revision The current revision for the Knowledge Base Article.
Useful/Not Useful Buttons are provided to quickly indicate if the document was useful or not.

In the upper right of the Knowledge Base Record View, there are two buttons that allow paging through each Knowledge Base Article that appeared in the Knowledge Base List View that was used to access this record. Click the left arrow button to display the previous record in the search results or the right arrow to display the next record in the search results.

Clicking the double arrow icon to the right of the Left and Right arrow button will expand/collapse the record view to either hide or show the Knowledge Base Categories & Published Articles dashlet or the Preview Pane depending on which was active at the time.

Any notes attached to the Knowledge Base Article are displayed beneath the Knowledge Base Record View fields. Clicking the Note's subject or Preview icon will display relevant details of the note in the preview pane to the right of the record view. If there is a file attached to the note, the file can be downloaded by clicking the file name.

In the upper right of the preview pane, there is a Left and Right arrow button that allows scrolling through the notes attached to the Knowledge Base Article. To close the preview, click the "X" on the upper right of the preview pane and the Knowledge Base Categories & Published Articles dashlet will be displayed.

Adding Notes to Knowledge Base Articles

Notes in the BusinessCraft Service Portal are the method of communication regarding the Knowledge Base Article between a portal user and BusinessCraft. Knowledge Base Article Notes can be used:

  • To provide additional or clarifying information for portal users

  • To raise questions, add suggestions or comments for BusinessCraft to review.

When a Portal User adds a note to a Knowledge Base Article, the BusinessCraft Team Member responsible for that article is notified that the Knowledge Base Article has been updated and requires review.

When a Note is created, it appears in the Notes panel within the Knowledge Base record view. These notes will be visible to all portal users, however details of the person adding the note are not disclosed. The steps for adding a note are the same as previously explained for Service Requests and Development Requests.

The Note Subject can be clicked to view the full Note record. Alternatively, click the Preview Icon to view the Note in the Preview Panel to the right.


Revision 3

12th May 2017