The Sugar Refinery has completed a project for Knowledge Solutions to deliver a self-service Customer Support Portal. The portal is integrated with a single line of code into Knowledge Solution’s web site, communicating with their SugarCRM Professional instance via the SOAP interface.

It allows their customers to:

· Securely log in to the portal

· View the status of their support cases

· Raise new support case requests

· Peruse the knowledge base

Additionally, the portal will automatically email customers with updates and status changes to their support cases.

Utilising the portal allows customers to offer self-service support to their customers without needing to purchase additional software licences or upgrade their Sugar edition.

Project lead programmer, Margaret Vail stated, "With the SugarCRM Community Edition the SOAP interface exposes full Case management functionality. On the Professional Edition, the Knowledgebase is also available. By building on this open foundation, The Sugar Refinery can provide cost-effective self-service support integration through an intuitive Ajax driven interface."