OOTB IT Portal Sites

CSM provides an Out-of-the-Box (OOTB) IT Portal Site to get started. The Site is built using OOTB Site Items and predefined properties (below). We recommend that you implement the OOTB Site so that you can explore the features, and then modify it or create new Sites to meet the needs of your organization. OOTB Site Items include:

• Home Dashboard: Directs Customers to log and/or view Incidents and Service Requests, find help by browsing Knowledge Articles and FAQs, and manage their devices through Service Requests. Also displays live metrics (global and personal) and a live Discussion Board.
  Note: CSM also provides a not logged-in Dashboard for anonymous Customers. This Dashboard is simple and provides access to only a few self-service operations (ex: Resetting a password).
• Service Catalog: Displays all available Services in a dynamic card format. See more information about the OOTB Service Catalog.
• Metrics: Displays detailed metrics for the Customer (My Items), department (Department Items), and records (Status and Problems). Metrics are displayed via Dashboards.
• Portal-specific Incident, Change Request, and Knowledge Article Forms: Simple Forms help Customers log and manage their own records.

OOTB IT Portal Site properties include:

• General properties: Defines the name (IT) and associated Document Repository (Default Portal Documents).
• Display properties: Defines the Startup Item to display when first accessed (a Dashboard named Portal (not logged in)) and the alternate Startup Dashboard to display upon login (Portal Default). Also defines the Theme and Search Control (both are OOTB).
• Banner properties: Defines the title and subtitle, as well as the colors.
• Footer properties: No footer is used.
• Menu bar properties: Defines which items to display on the menu bar (Home, Service Catalog, My Devices, IT Calendar, Charts and Items, and Service Orders). Reset Password is a conditional menu bar item, and displays only when the Portal (not logged in) Dashboard is active. The Bomgar Chat Request menu item is also conditional and displays only when Bomgar is enabled.
• Localization properties: For the localized content czar, localize sites are available for Spanish, French, German, and Brazilian Portuguese.