ShareFile

FAQ - Client Portal

September 26, 2024

Contributed by:

This FAQ document provides the most common questions (with answers) from folks using the new ShareFile Client Portal.

Service Provider FAQ

What does the client portal offer?

Clients are now able to see all of their tasks from the dashboard. Your clients will experience the new aggregated view of tasks organized by a completion status, see the centralized files view under the “Files” tab. Also, there is an ability to select specific projects from the dropdown as a resources filter. Your client can access folders via the”Folders” tab on top of the menu bar. “Help” and “Apps” are having new locations on the right top menu.

The Favorite folders and Recent files are not available with this version but coming soon.

Copy file

How does my client know what Project/ Engagement task they need to complete?

Client users can select a project from the dropdown menu to see the tasks and files associated with it.

Where can my client find uploaded files?

All project files are now accessible under the Files tab.

Clients will also be able to see all shared folders, along with the items sent and received via Inbox.

Copy file

What if I don’t want my client to see some files?

Currently, your client will only see files that you have explicitly shared with them via Folders, Document Requests , or Questionnaire.

What will my clients see if they have open Tax engagements and Projects?

They will see an aggregate view of all tasks assigned to them. Clients can use project filter to select specific projects or engagement to view specific project/engagement tasks and files.

Copy file

Can a client add another person as a contributor to the requested items?

Yes, if the client has certain permissions, they can assign another client, using the Assign button from the document request task.

Copy file

How can I set the brand of my company on the client portal?

With this version this is Admin settings only and the client will only see the logo. More availability is coming.

With the new client portal, will my clients be able to navigate from the email link to the portal, if I shared a folder with them?

Yes, your clients will be navigated to the client portal with the link you provided.

Why are my clients unable to see all of their tasks?

Ensure that the document request items are open in the respective Engagement. If you have assigned document request items to them in Projects, there is a chance additional assignment is necessary to appear in the new client portal. You can amend this in the following steps:

Go to the client’s Project.
Select the document request that tasks are not appearing for the client.
Select the necessary items then select Assign. Add the appropriate client as an Assignee and select Assign to confirm.

Yes. Here is a [link to the new video] that highlights the changes to the client portal experience.

FAQ for Client Users

How can I get the new experience?

There is a switcher that will navigate you to the new client portal. Once you click on the switch button, you will get the tour guide and you will be able to switch back to the classic view anytime.

Copy file

How do I know what Project/ Engagement task I need to complete?

You can select a project from the dropdown menu to see the tasks and files associated with it.

Copy file

How long will the switcher be available?

The switcher will be available until 11/20/24. So, we recommend you to start using the new portal today.

Why can’t I see any items in my client portal?

You have likely not been assigned to any tasks and items from your provider. If your service provider has said otherwise, they will need to contact ShareFile’s customer support to troubleshoot.

How can I find my folders?

You can click on Folders in the top menu to interact with your shared folders from there.

Copy file

Where will I see the documents my service provider shares with me?

Depending on where your service provider puts them, you can find the documents shared with you in the folders you are assigned to.

Copy file

Where will all of the documents I upload go?

Your service provider will have access to your files after uploading. You can also go to your completed tasks and download any file uploaded.

I can no longer see the projects – where did it go?

To streamline and organize client tasks, items in a project assigned to you will appear on your homepage. You can select the project from the dropdown menu.