Self-Service Portal is currently running under an Early Access Release. Early Access Releases are subject to specific legal terms, they are unsupported and do not provide production-ready SLAs. They can also be deprecated without a General Availability Release. Nevertheless, we welcome feedback from early adopters on these cutting-edge, exploratory features.

B2B Self-Service Portal (SSP) is a platform designed to enhance operational efficiency, transparency, and customer satisfaction. With features like Assets, Inquiries, Services, Files, and Dashboard, SSP centralizes business interactions, making it easier to manage after-sales activities.

Self-Service Portal features

SSP offers a suite of features designed to enhance customer experience and operational efficiency. From asset management to service requests, each function supports streamlined communication, transparency, and control for both users and administrators.

Assets

Assets are the core of SSP and can represent high-value or custom-built products and equipment requiring ongoing maintenance and oversight. Customers can interact with assets as follows:

• Track and manage assets
• Monitor maintenance schedules and service histories
• Access documentation and service records

Inquiries

Inquiries streamline communication between customers and administrators, providing a structured system for managing and resolving claims or any other questions. They’re used as follows:

• Submit, track, and manage inquiries directly through the portal
• Improve transparency with real-time status updates
• Enable administrators to review, process, and resolve issues efficiently
• Use role-based permissions to ensure appropriate access and visibility

Services

Services are used to manage after-sales support:

• Maintenance, repair, and warranty management
• Ordering spare parts and related components
• Streamlined scheduling and service request handling

Files

Seamlessly manage and share important documents across SSP:

• Upload and download various file formats, including PDF, JPEG, HEIC, and PNG
• Attach files to assets and inquiries for streamlined documentation
• Have quick access to essential product manuals, service reports, and contracts

Dashboard

Dashboard offers a centralized view of all SSP interactions, providing users with a tailored experience based on their roles and permissions. Dashboard functionality:

• A consolidated overview of key business metrics and actions
• Easy navigation to main SSP functionalities
• Role-based access control to ensure secure data visibility

Self-Service Portal Inquiry Management

The Inquiry Management feature allows customers to submit and track different types of inquiries in SSP, providing a structured way to handle and resolve customer requests and claims.

Back Office users can manage inquiries, update statuses, and communicate with customers through an organized workflow.

Storefront functionalities

• Submit an inquiry with relevant details
• Attach supporting documents and images
• Track the status of submitted inquiries
• Get inquiry resolution details via email

Back Office functionalities

• View and manage all customer inquiries
• Filter and search inquiries by type, status, or customer
• Update inquiry status and provide resolution details
• Attach internal notes visible only to Back Office users for internal collaboration

Inquiry types

Inquiry types help categorize and manage customer questions or issues. Each type serves a specific purpose, ensuring inquiries are directed to the right team and handled appropriately.

You can add more inquiry types on the project level.

General inquiry

Used for non-order and non-asset-related questions. Examples:

• Product information requests
• Shipping policy clarifications
• Account-related questions

Asset inquiry

Used to ask questions or report problems with a specific asset. Examples:

• Warranty claims
• Malfunctioning or defective product reports
• Asset replacement requests

Order claim

Used to report issues with orders. Examples:

• Wrong item was received
• Damaged product upon delivery
• Missing items in the shipment

Inquiry statuses

Inquiry statuses are handled by a dedicated Inquiry State Machine. This state machine contains inquiry-specific statuses and manages transitions according to inquiry type. The state machine is shipped with the following default statuses:

Status	Description
Pending	Inquiry was submitted by the customer and is awaiting review.
In Review	Inquiry is being evaluated by the customer support team. Additional information may be requested.
Approved	Inquiry was accepted and the necessary actions are being taken to resolve it. The customer is notified by email.
Rejected	Inquiry was denied, with reasons provided to the customer. The customer is notified by email.
Canceled	Inquiry was withdrawn by the customer or customer support team while it was in the Pending state.

On the project level, the status logic can be customized for each inquiry type. For example, an automatic refund action can be initiated for order claims.

Permissions

On the Storefront, access to inquiry actions is restricted based on user permissions. By default, users can have the following permissions:

Permission	Description
Create inquiries	Create inquiries and view only your own inquiries.
View business unit inquiries	View inquiries submitted by company users within the business unit a user belongs to.
View company inquiries	View inquiries submitted by company users within the company a user belongs to.

Inquiry creation on Storefront

Company users can create different types of inquiries as follows:

• General inquiry: Customer Account > Self-Service Portal > Inquires > Create inquiry
• Asset inquiry: Customer Account > Self-Service Portal > Assets > Asset Details page > Create inquiry
• Order claim: Customer Account > Order History > Order Details page > Claim

On the submit inquiry page, the user needs to enter the following details:

• Subject
• Description
• Optional: files

After an inquiry is submitted, the user can find it in Customer Account > Self-Service Portal > Inquires.

The company user can also cancel an inquiry while it’s in the Pending status.

Inquiry creation in the Back Office

In the Back Office, inquires are located in Customer Portal > Inquires. In this section, you can filter by inquiry type and status and search by customer or inquiry reference.

From here, click View to open the inquiry details page. If the inquiry has attached files, click Download to access them.

In the Status section, view the inquiry’s current status and update it based on available transitions in the Inquiry State Machine. To check all status changes, click the Show history button.

You can see all inquire state machine states in Administration > State Machine.

Customer support can create inquiries on behalf of customers using the Agent Assist feature.

Self-Service Portal Service Management

The Service Management feature enables customers to book a service, either for delivery to their address or for provision at a designated service point. For example, you can provide after-sales support, such as maintenance or repair.

Prerequisites for selling services in the catalog

• Add service points and their addresses. A service point is a physical location where services are provided. For more information on service points, see Service point.
• Enable the Service Visit service type for service points as a unique service. For more information on services, see Service.
• Configure a shipment method with the On-Site Service shipment type. For more information on shipment types, see Shipment type.

Selling services as products

This section describes how to set up components for selling services as products:

1. Set up the service product type for abstract products. This distinguishes service products from regular products in the Back Office and Storefront.
2. Set up allowed shipment types for concrete products. This determines if a product is eligible for a specific shipment type. For services that are sold at service points, configure the on-site service shipment type.
3. Create one or more product offers for each service product. The offers must be associated with Service Points, Services, and Shipment Types.
4. Optional: Set service date and time as required for checkout. This can be enabled for concrete products if scheduling is necessary.

The following sections describe each step in more details.

Importing product types

The product type defines the category of a product to distinguish between standard products, services, and any other product types.

Product types are imported using the console importer:

product-abstract-type.csv

Parameter	Required	Type	Description
key	Yes	string	Key for the product abstract type.
name	Yes	string	Name of the product abstract type.

Adding product type to products

To add a product type to a product in the Back Office, go to Catalog and click the needed product.

Alternatively, you can import product type assignments using the console importer:

product-abstract-product-abstract-type.csv

Parameter	Required	Type	Description
abstract_sku	Yes	string	Product abstract SKU
product_abstract_type_key	Yes	string	Key for the product abstract type.

Enabling service date and time for a product

1. In the Back Office, go to Catalog.
2. Click a product to enable date and time for.
3. In the Variants section, click a product variant to enable date and time for.
4. In the General tab, for Enable Service Date and Time, select Yes.

Defining allowed shipment types

1. In the Back Office, go to Catalog.
2. Click a product to select shipment types for.
3. In the Variants section, click a product variant to select shipment types for.
4. For Allowed Shipment Types, select one or more shipment types. A product requires at least one allowed shipment type to be displayed on the Storefront.

Adding product offers for products

1. In the Back Office, go to Catalog > Offers.
2. Click Create Offer.
3. Fill out the form using field descriptions:

OFFER PARAMETER	DESCRIPTION
Offer status	Active or inactive.
Stores	Spryker Marketplace is a multi-store environment, and an operator can define which stores to display their offers in.
Stock	Offer’s stock that’s not dependent on the respective product’s stock.
Quantity	Always in Stock
Validity Dates	Specifies the period during which the product offer is visible on the Storefront. Concrete product validity dates have higher priority over the Offer validity dates.
Service Point	A service point is a physical location where services are provided. Depending on the services provided, there can be different kinds of service points, such as a warehouse or a physical store.
Services	A service represents a specific service type that is provided at a specific service point. For example, an “On-Site Service at a retail location at Julie-Wolfthorn-Straße 1, 10115”, Berlin is a unique service.
Shipment Types	A shipment type is a way in which a customer receives an order after placing it. Shipment type examples: Delivery, On-Site Service, In-Store Pickup, Curbside Pickup.

Reviewing purchased services on Storefront

Customers can review previously purchased service products in My Account > Services.

On the Services View page, the following information is displayed:

• Order Reference
• Service
• Time and Date
• Created At
• State

Customers can use the search to filter purchased services by product name, SKU, or order reference.

Also, customers can filter the view according to who purchased services:

• My booked services
• Booked services of a specific business unit
• Booked services of a specific company

The latter two require respective permissions. For more information on company permissions, see Company user roles and permissions overview.

Reviewing purchased services in the Back Office

Back Office users can view previously purchased service products in Orders > Services.

Multi-step checkout

The SSP checkout flow adds the following functionality:

• Customers can switch between single-address and multi-address checkout for items with the Delivery shipment type
• Items delivered with the On-Site Service shipment type are displayed as a separate group
• For On-Site Service items, customers can change the service point but not the shipment type

Current constraints

• Product prices for product offers can’t be added in the Back Office; they can only be imported.
• Some B2B features, such as Merchant Relations, are not supported by product offers. For more information, see Product Offer constraints.
• Customers can’t change shipment type in cart and checkout.

Self-Service Portal Dashboard

The Dashboard provides company users with a consolidated view of key metrics, assets, inquiries, services, and other relevant information.

Dashboard access is role-based, meaning each user can see the data they’re authorized to access.

On the Storefront, company users can access the dashboard in the customer account menu. It consists of the following blocks:

Block	Description
Welcome	Personalized greeting showing the user’s name, company name, and business unit.
Overview	Snapshot of key metrics such as asset count, pending inquiries, and upcoming services.
Customer service representative	Contact details, such as name, photo, methods for the user’s assigned CSR.
Assets	List of the user’s assets with clickable links to asset details.
Files	List of files with download options.
Inquiries	Status tracking for user inquiries, including a table of inquiry details.
Services	List of upcoming services with access to related information.
Promo	Promotional content such as special offers and upcoming events.
Access control	Company admins can configure visibility and access control for different user roles based on permissions.

For the customer service representative block, you can assign a representative per business unit in the Content > Blocks section of the Back Office. If no business unit-specific block is defined, a default block named sales_rep:default is displayed.