How do I make the support website not live as I'm still just setting it up

[Rebecca Blonde]

I'm in the process of setting up the customer service management and its saying the support website is live already but I haven't done anything to this.  How can I make it so the site is not live and when I'm ready turn it live

[John Funk]

Hi Rebecca,

Basically don't add any people (users or customers) to it and nobody should be able to see it. You can have a person in your organization test it out to see if they can see the portal.

[Hamza Chundrigar]

Hey Rebecca,

Building on John’s answer, use Customer access as your launch control: restrict the customer experience to organizations while you’re setting it up, then open it when you’re ready. Each CSM (Customer Service Management) customer experience automatically gets a support website, and customer access controls who can reach it.

1. Open Customer Service Management and select the customer experience you’re setting up.
2. Select Customer access in the sidebar.
3. Choose Only customers from organizations that have been added.
4. Don’t add your real customer organizations yet. If you need to test, create one test organization and add only your testers.
5. When you’re ready to launch, return to Customer access and either add the real organizations or switch the setting to Anyone, depending on whether the support website should be private or public.

That “live” wording mainly means the support website exists. Customers only get access based on the setting above, and restricted access is by organization rather than individual customer.