The Self-Service Portal

Self Service is the simplified, end-user-facing side of Xurrent. Where specialists work in the full Specialist Interface, everyone else uses the Self-Service Portal, a clean, mobile friendly front end for getting help from a service without needing to understand the model behind it.

From the portal an end user can submit new requests, track the progress of their requests, browse a knowledge base, order from a service catalog, approve workflows, work on project tasks, and report time.

Why it matters

Almost every interaction an end user has with IT, or with HR, facilities, or any other service provider on the platform, starts in the portal.

It is deliberately narrow: an intuitive interface, direct access to a knowledge base, a service catalog to request services or support in a few clicks, and request logging with real-time status tracking. The Specialist Interface provides considerably more functionality, but Self Service trades that breadth for simplicity so an end user can self-serve without training.

The same portal is available on a phone through the Xurrent App, on any device.

A portal submission is a request

What an end user submits through the portal becomes the same request record a specialist works. There is no separate portal record type. That is what lets the service instance and SLA model apply to self-service submissions exactly as it does to requests registered by an analyst.

Related

See Self Service Design for branding and customization, and Knowledge Management for the knowledge base behind the portal.