Unit 4 Customer Portal Submitting Managing Cases In

Unit 4 Customer Portal Submitting & Managing Cases In business for people.

Agenda 1. Our services for you 2. Obtaining product support- choose proper Case type 3. Track case status 4. Manage your case Page ‹#› Proprietary and Confidential In business for people.

Unit 4 Customer Portal You have a product question and need help? I have a product question and I get the answer… Self Service Level 1 …or contacting Unit 4 agent …searching in our cloud based knowledge base via phone, email, or by logging a Case in Customers. unit 4. com /portal Example: Basic Troubleshooting User Interfaces Page ‹#› Proprietary and Confidential Level 2 Level 3 …agent will escalate with module expert or technician …or on different expert levels e. g. Consulting, R&D Example: Question on payroll = Domain Specialist Defect = application or consulting required Internal Expert Groups In business for people.

Unit 4 Customer Portal Home Console for customer 1 2 6 3 7 4 6 5 1. Home Button ü Returns to the Home Console 2. Incident ü Open an Incident when the product is not working as expected 3. Service Request ü Open a Service Request if you need extraodrinary assistance with product 4. Knowledge Base ü Help yourself by using the Knowledge Base 5. Track Cases ü View the status of case, add comments, etc. 6. Account ü Information about contact details, qualification, etc. 7. Contacts ü Your contacts 7 8 10 9 11 12 6. Incident (2. ) ü Open a case to get support of the Unit 4 service team 7. Service Request (3. ) ü Open a Service Request if you need extraodrinary assistance with product 8. Track case status (5. ) ü View the status of case, add comments, etc. 9. Portals ü Shows you additional Unit 4 portals Page ‹#› 10. Knowledge base (4. ) ü Help yourself by using the Knowledge Base 11. Latest news ü General and Product News 12. Documentation and Learning Center ü General and Product Learning Center Proprietary and Confidential In business for people.

Unit 4 Customer Portal Choose proper Case type Service Requests can be raised when extraordinary assistance is needed (e. g. Consultancy, Customer Portal Request, Cloud Environment change). Bear in mind, that depending on your Tiered Support plan, Service Request might be a subject of additional Charge. Incidents can be reported when the Unit 4 product is not working as expected. To open an Incident, you are expected to provide a meaningful Subject, Description, as well as select corresponding Functional Area and Sub-module. It is essential to properly describe Case priority. Please note that Cases registered under wrong Case type will be closed and Customer will be requested to create a new Case. Page ‹#› Proprietary and Confidential In business for people.

Unit 4 Customer Portal Incident Click on “Incident” to search for an article, or if no solution found on “Log a case” to get the answer for your issue. Page ‹#› Proprietary and Confidential In business for people.

Unit 4 Customer Portal Start an Incident and search for knowledge 7 1 2 3 4 5 6 8 Fill in… 1. Product (only entitled products will be shown in the list) 2. Subject 3. Problem Description – be complete 4. Functional Area 5. Sub-Module 6. Program/Screen 7. Search for knowledge under “Helpful items“ (helpful articles will be proposed based on your problem description) 8. If you don’t find what you are looking for, complete the Incident form to open a case. Page ‹#› Proprietary and Confidential In business for people.

Unit 4 Customer Portal Search for knowledge – Helpful items 7 7. Search for knowledge under Helpful Items Ø Keep your search general to increase the number of likely hits! If a proposed solution is clicked, a window opens with details (summary, module & article) on the proposed solution. If the solution, helps click: Page ‹#› Proprietary and Confidential In business for people.

Unit 4 Customer Portal Log an Incident Complete the Incident form when not finding an answer under “Helpful items” (Knowledge Base)… Product selection from which you will only see what you are licensed. Functional Areas will be displayed based on the selected product. Sub-Modules will be displayed based on the Functional Area. Complete the Incident form and fill further in… 9. 9 10 Environment where the issue is experienced. …by clicking on “Manage Environment” users may add new environments or to modify existing ones 10. Priority Page ‹#› Proprietary and Confidential In business for people.

Unit 4 Customer Portal Log an Incident 11. Click here to open a case – After not finding the answer under “Helpful items” and filling in all information needed. 11 Page ‹#› Proprietary and Confidential In business for people.

Unit 4 Customer Portal Service Request Click on “Service Request” to request extraordinary product assistance Page ‹#› Proprietary and Confidential In business for people.

Unit 4 Customer Portal Log a Service Request 1. Product selection from which you will only see what you are licensed (Note: product will be prefilled if you have only one product). 1 2. Request is one of the services that is 2 covered by your support plan. Note that Service Request may be a subject of extra charge. 3 4 5 3. Sub-request are displayed based on Request selection. Fill in: 4. Subject 5. Description 6. To open a Service Request press a button “Create Service Request” 6 Page ‹#› Proprietary and Confidential In business for people.

Unit 4 Customer Portal Professional Services Routing To ensure the best possible support, cases can be directed or moved to different service teams. 1 Cases that are sent to Professional Services: 1. 2. 3. 2 3 4 5 6 4. Open the Service Request Select a Product Select “Consultancy on demand” for your Request Choose corresponding Sub-Request 5. Provide us with Subject and Description details that help us to deliver the request. 6. Click on “Create Service Request” button. The case will directly go to Professional Services. Follow Up with your Account Manager for the status of items referred to Professional Services. Page ‹#› Proprietary and Confidential In business for people.

Unit 4 Customer Portal Cloud Services Routing To ensure the best possible support, cases can be directed or moved to different service teams. 1 2 3 Page ‹#› If a customer has a cloud-related issue they should: 1. Indicate the technical nature of the request (e. g. new password or database refresh) The analyst will: 2. Confirm the issue 3. Add Cloud Services to the case team and the case will directly go to the right service team Proprietary and Confidential In business for people.

Unit 4 Customer Portal Track case status Click on “Track case status” to view the status of your request. Page ‹#› Proprietary and Confidential In business for people.

Unit 4 Customer Portal List of cases The search function helps when searching for a specific case. Click on the case number to view case details. The list can be filtered by status, priority, product, case type and on view as well as by one of the columns in the list. Page ‹#› Here you see the status of your cases. Proprietary and Confidential In business for people.

Unit 4 Customer Portal Manage your case Starting with details on Customer and Problem Definition, you can see several details of your case. Click “Edit” to additional information to the case. Information will show up under Customer Case Ref. The main contact of a case will receive all case related comments, E-mails, etc. Short description of the problem that’s treated by the case. Page ‹#› Proprietary and Confidential In business for people.

Unit 4 Customer Portal Manage your case What about Case Information and Case Team? Edit the case team members and their roles by clicking ”Edit“ and selecting the specific member roles… Page ‹#› The External Status gives you information on the development of your case. Click here to add new case team members or to change the main contact of your case. Only the main contact can assign that role to another person …BUT there must already be two customer contacts established and then the main contact can assign the other one to be the main contact. Proprietary and Confidential In business for people.

Unit 4 Customer Portal Adding others to your case Case Team Member Roles Case team members can add comments and send emails on a case to the analyst. Explanation of the Case Team Member Roles: Page ‹#› Main Contact: Customer contact who owns the case. Customer Contact: Customer who is an addition to the Main Contact. Customer SME: Subject matter expert on the case. Customer IT Expert: Customer IT expert. Proprietary and Confidential In business for people.

Unit 4 Customer Portal Updating your case You have several options to send information on a case: • • In the problem description when creating a new case By using the case comments function By attaching a file to the case By sending an E-mail to the analyst To ensure quick support, E-mails can be sent to the responsible analyst of the case. To send a document to the analyst please make sure to use the “attach a document” function. Click on “Add Comment” to provide additional information on the case or to post a question. Comments are alerts to the analyst and shown in the case details. Page ‹#› Proprietary and Confidential In business for people.

Unit 4 Customer Portal Adding Attachments You have several options to send information on a case: • • In the problem description when creating a new case By using the case comments function By attaching a file to the case By sending an E-mail to the analyst Click on “Attach File” to additional material (maximal 5 MB). Attachments from E-mails are also posted in this section of the case. In case the analyst may need more information from the main contact of the case, he will send an E-mail request, that also changes the status of the case to “Awaiting Feedback”. Page ‹#› Proprietary and Confidential In business for people.

Unit 4 Customer Portal Sending or Responding to Email After the analyst has evaluated the case and perhaps has some questions or ideas, you will receive an email from the analyst. You can also use email any time to converse with an analyst on your case, or to provide additional documentation. Please note: Never change the subject of the E-Mail corresponding to the case as the subject is used to record. Click the E-mail the casetofile. on “addin comment” provide additional information on the case or to post a question. Page ‹#› Proprietary and Confidential In business for people.

Unit 4 Customer Portal Receiving and Tracking Emails E-mail corresponding from the analyst (Example) The E-mail Status will show you if you “Sent” an E-mail to the agent or if the agent “Replied” to you. An example from the analyst could be: Dear Customer, We are investigating your issue logged under Case #00001335, Subject: ”We can’t start up Agresso” - Not completing as scheduled and in order to proceed we require further information. Please provide the following so we can continue troubleshooting your issue: Hello Scott, Thanks for the request. Please send attached item. Ware Please click the link below to see Case details. http: //unit 4. force. com/129392 Click on “add comment” to provide additional information on the case or to post a question. Regards, UNIT 4 Customer Support Page ‹#› Proprietary and Confidential In business for people.

Unit 4 Customer Portal Receiving Automated Reminders Customers will receive automatic emails in the following situations: • To confirm receipt of changes you have made to the case • When an analyst has reviewed and begun processing a case • When an analyst posts a comment for your attention • As a follow up to an analyst’s request for more information to which you haven’t responded • As a follow up to an analyst’s request to confirm a solution to which you haven’t responded • To request your response to a survey, if not previously completed. Page ‹#› Note: Reminders are only sent for Case registered under Incidents. Proprietary and Confidential In business for people.

Unit 4 Customer Portal Requesting Follow-up and Escalation The red arrow shows that the case has been escalated. To escalate the case click on “Request Consultant´s follow up”. Insert your request and click ´“Ok“. The escalation request will generate an Email to the analyst or manager with your escalation reason. Others in your organization will see that the case has been escalated, but not your escalation comment. Page ‹#› In case you don´t receive any feedback from the consultant, you have the possibility to further escalate the case to a support manager. Proprietary and Confidential In business for people.

Unit 4 Customer Portal Validating solution If the solution works, please “Close Case”, otherwise it will be automatically closed after 2 weeks. If Unit 4 proposed solution doesn’t work, please press the button “Reject Solution” to reject it. You will then receive a Pop-up window that allows you to explain the rejection. Support Consultant provides a customer a solution with a status update reflecting the “Solution Provided”. Note that you will be asked to validate solution for Incidents only. Page ‹#› Proprietary and Confidential In business for people.

Unit 4 Customer Portal Closing a Case If you have received a solution for your request or it is no longer an issue, close the case by clicking “Close Case”. Please provide feedback on the quality of service after the case is closed. Page ‹#› Proprietary and Confidential In business for people.

If you have any questions, please contact: admin. support@unit 4. com Page ‹#› Proprietary and Confidential In business for people.