Published at: 2026-09-17

Purchase and activate ShareService

Purchase and activate ShareService to establish the foundation for implementation and business configuration.

Overview

First, confirm the purchase scope for ShareService and CRM. Then activate the capabilities that your organization plans to use. This guide focuses on End User ShareService requirements and activation. After activation, configure end-user accounts, object permissions, and access channels.

The original purchase information uses ShareService Professional Edition as an example. If a capability is unavailable, check your edition, license, quota, and account permissions.

Before you begin

Identify the required scenarios, such as internal work order processing, end-user self-service intake, or service provider collaboration.
Confirm that your organization purchased ShareService and CRM. ShareService users also need a CRM license and the appropriate permissions.
To activate End User ShareService, determine the required number of users and channels. Prepare an administrator account with system settings permissions.

Procedure

1. Confirm the purchase scope

Confirm the ShareService edition and CRM user resources for your implementation scenario.
Determine whether on-site SOPs, service reports, service ratings, the service provider portal, or other extensions require separate applications or quotas.
To provide an end-user portal, confirm that you purchased enough end-user capacity. Activating each user consumes one unit of the quota.

2. Check accounts and permissions

Prepare CRM accounts for internal ShareService users. Grant access to ShareService and the required business objects.
Sign in as an administrator and open ShareService system settings. Confirm that you can access Configuration Overview and All Features.
For end-user access, prepare the accounts, objects, roles, and channel information that you will configure later.

3. Activate End User ShareService

Go to ShareService > System Settings > Configuration Overview.
Under External Connections, find End User ShareService. Confirm that it is purchased and available for activation.
Open its configuration page and follow the prompts to activate it.
Return to Configuration Overview and confirm that End User ShareService is active. If the page shows only purchase or quota information, resolve that issue first.

4. Continue configuring the end-user portal

Go to ShareService > System Settings > All Features > End User ShareService.
Configure mobile views, account activation, business objects, and role permissions as required.
Configure the required access channel and validate it with an end-user test account.

For the Web entry, see Configure a Web customer service site.

Expected results and validation

You confirmed the ShareService and CRM purchase scope, internal user resources, and end-user quota.
End User ShareService appears as active on Configuration Overview.
Administrators can access all End User ShareService settings and continue configuring accounts, permissions, and channels.
A test end user can access the configured portal content according to the granted permissions.

Troubleshooting

End User ShareService is missing from Configuration Overview

Confirm that your organization purchased the capability and that your account has ShareService system settings permissions. Contact your account manager if it remains unavailable.

Activation reports insufficient end-user capacity

Check the purchased and consumed quota. Purchase additional end-user capacity before retrying activation.

End users cannot see the portal or work orders after activation

Activation only initializes the product. Check end-user accounts, object and role permissions, and the configured access channel.

Notes

Purchasing ShareService does not automatically expose every business object or entry point. Configure accounts, roles, fields, and data access separately.
End-user capacity is a separate quota. Check the remaining capacity before creating or activating users.
Available packages, licenses, and settings depend on your contract. Use your organization’s configuration page and purchased resources as the source of truth.