MB-200 Test paper practice

 Portal Audience:

1. Customer
2. Employee
3. Partner

Customer Portals:-

This portal will help customers with helpful information, reducing the number of support cases that are submitted to the supporting team.

Employee Portals:-

This portal helps HR & Employees to Interact with each other using Discussion Forums and Case management.

Partner Portals:-

Sales partner’s related information will be maintained under Partner portals. Using the content management system and Opportunity management will helps partners to deliver with a better experience.

 

1	Customer	Customer Self-Service Portal	Case Management, Knowledge Management, Discussion Forums
		Custom Portal
		Community Portal	Discussion Forums, Blogs, Ideas, Case Management.
2	Partner	Customer Self-Service Portal	Case Management, Knowledge Management, Discussion Forums
		Community Portal	Discussion Forums, Blogs, Ideas, Case Management.
		Partner Portal	Customer Management, Account & opportunity Management
		Custom Portal
		New Portals	Events, Field Service, Project Service Automation
3	Employee	Employee Self-Service Portal	Employee & HR Contacts, KB Articles, Discussion Forums and Case management

 

Self-Service Portal:-

• Organizations can maintain Polls / Surveys within a customer. (Survey entity)
• Customer can search for Articles (KB Articles entity)
• Customer can also search for answers/organization products information on forums
• KB articles can be easily found out by using the search bar available on home page.
• Customer can create case request to org for assistance also it can be tracked.

 

Community Portal:-

• Organization can publish articles to customers
• Customer can post messages on forums and have discussions.
• Organizations can maintain Corporate / Community blogs
• Customers can share ideas / votes and feed backs using this portal.
• Customer can create Case request for better assistance.

 

Partner Portal:-

• Partners can post messages on forums and have discussions.
• Organization can publish articles to partners
• Partner Registration can be maintained (approve / Reject in CRM)
• Registered Partners can maintain new customer accounts and contacts related to them.
• Distributed opportunities (which is assigned by organization to Partners) Partner has to accept it before work on them
• After Partner accepts opportunities those will be appeared under managed opportunities list.
• In Managed opportunities partners can also create their own opportunities if required.

 

Event Portal:-

• Event portal allows publishing event related information to wider audience.
• Partners / Audience can also register for events. Also audience can share events with others.
• Speaker related information can be easily maintained in CRM so that it can be rendered on event portal accordingly.

 

Project Service Automation portal:-

• Customer and Partners can view projects using portal, Customers can view active/closed projects related to organizations and partners can view projects and project related resources of an organization.
• Customer can approve/reject quotes related to their organization specific projects.
• Partner after approve invoice , customer can view the invoice (if visible to customer check box is checked on CRM)
• Final versions of orders / contracts will be available to customers to view (if visible to customer check box is checked on CRM)
• All project specific resources will be visible to both partners and customers.

Field Service Portal:-

• Customer can view all Service Delivery agreements created in CRM.
• Customers can view/create/edit account specific assets.
• On partner portal customer can view account specific active/inactive work orders.
• Active/inactive invoices also customer can view on partner portal.