How to Navigate and Use the Customer Portal

This article serves as a reference to the Customer Portal Guide, providing clients with an overview of how to access and utilize the key features of the Customer Portal effectively.

SOTI MobiControl

1. SOTI Support Portal – Main Dashboard

The main dashboard serves as the landing page after logging into the Customer Portal. From here, users can perform various actions, which are outlined in the sections below.

2. Contacts Tab

This section shows you how to enable or disable an existing Contact as a SOTI Customer Portal user.

2.1 Enabling a Contact for Customer Portal

1. Navigate to the Contacts tab where you'll see a list of existing contacts.
2. Contacts that are enabled as Customer Portal users will have a checkmark beside their name.
3. To enable a contact, click on the desired contact, then click Enable Customer User.
4. Select Save on the Manage External User screen.

The contact will receive an email within a few minutes, inviting them to log in and set up their password for the SOTI Customer Portal account.

2.2 Disabling a Contact for Customer Portal

1. Navigate to the Contacts tab.
2. Open the contact you wish to disable.
3. Select on the Edit button and check the Inactive box.
4. Select Save, then click the Disable Customer User button.

Note: Customers can have an unlimited number of technical contacts in their Customer Portal. 

3. Creating/Removing Contacts in Customer Portal

The Customer Portal allows the creation and removal of contact records for employees who will interact with SOTI and may be authorized to raise support cases and change requests. Not all contacts have access to the Customer Portal or SOTI Academy.

3.1 Creating a Contact record

1. Log into the Customer Portal and navigate to the Contacts tab.
2. Select the New Contact button at the top.
3. Fill out the fields for the new contact. To authorize them to interact with SOTI support via phone or email, check the Authorized Support Contact box.
4. Select Confirm to create the contact.

If you'd like to enable this contact for Customer Portal access or SOTI Academy, please refer to the other guides in this section for instructions.

 

3.2 Removing a SOTI Account Contact

If a member of your team leaves the organization or no longer needs access to open cases with SOTI, you should disable their contact record to prevent unauthorized access.

1. In the Customer Portal, Select the Contacts tab.
2. Select the contact's name, then choose Edit.
3. Check the Inactive box and select Save.

 

The contact will be removed from the Contacts page once the portal is refreshed.

4. Enabling a Contact for SOTI Academy

This section explains how to enable contacts with access to SOTI Academy, SOTI's E-Learning platform.

1. Log into the Customer Portal as a Customer Administrator user.
2. Navigate to the Contacts tab.
3. Select a contact, then choose Edit.
4. Check the SOTI Academy User box.
5. Select Save.

The user will receive an email within 15 minutes to set up their SOTI Academy account.  

5. Generating a Test Server

This section explains how to create a Test Server for cloud instances.

Note: SOTI Identity is mandatory for all cloud instances after November 1st, 2019. You must create an identity using the New Identity Tenant button in the Account section.

1. Log into the Customer Portal.
2. Select the drop-down beside your username and select My Account.
3. Select Create Test Server.
4. Choose the closest server location to your company’s location.
5. Select Create Server. The cloud test server will be created.
6. You will receive two emails (30 minutes apart) containing your Username and Password.

Note: Only one test server is allowed per customer account. The test server remains valid as long as the customer has Premium or Enterprise Support. Upgrades and downgrades can be requested by opening a support case, although downgrades require a fresh install.

6. Managing Support Cases

This section covers how to log and manage support cases.

• Users can view case details such as Case Number, Status, Priority, Call Logs, and Emails.
• Customers can post updates to the case for the attention of the case owner.
• To open a new case, select the Log a Case button.