Express Support Portal Guide en US
PLATFORM Portal Guide June 6, 2014
Table of Contents SUPPORT PORTAL GUIDE
INTRODUCTION
3
ACCESSING THE SUPPORT PORTAL
3
THE SUPPORT PORTAL HOME PAGE
3
ACCESSING THE KNOWLEDGEBASE
4
ACCESSING AND ASKING THE COMMUNITY
5
ACCESSING CASES
7
CREATING CASES
7
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
Introduction The PowerReviews platform support portal is designed to provide our customers with several options for getting answers and support for questions regarding the PowerReviews platform. It will be how clients can ask questions of the community of Express users, research articles in the knowledgebase and submit technical, business and accounting cases to be handled by the Technical Support Team, Community Management team or our Finance team.
Accessing the Support Portal The Support Portal is accessible through the PowerReviews Platform Dashboard (http://dashboard.PowerReviews.com). On the menu bar along the top of the dashboard move the cursor over the Support tab and the pull-down will be shown. Click the appropriate option and you will be taken to the Support Portal.
The Support Portal Home Page Following is a picture of the Support portal Home page. This will be the landing page when you select an entry from the Support Menu on the PowerReviews Dashboard. There are four (4) tabs along the top of the portal page. The Home page will give you quick instructions as to what the tabs will do and additionally will also show the support priority matrix and Support SLAs for various priorities/severities of cases. Additionally, descriptions of the types of cases that fall into each priority/severity are provided to help you decide the level if you chose to create a new case.
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
Accessing the Knowledgebase The first step in getting support is researching your questions or issues in the articles in the Knowledgebase. Start by clicking on the Article tab at the top of the page. Then enter search criteria which will provide articles appropriate to the issue or question.
Upon hitting enter, a result set of articles will show on the screen. As time goes on and articles are selected, the “most viewed” field will fill in, showing the most highly accessed articles.
Click on the article that best provides information/answers to the question. As you use the Articles, please review and then rate the article, so the knowledgebase can collect feedback on quality and accuracy of the articles.
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
If there is no appropriate Article, please research the Community.
Accessing and Asking the Community To access the Community, click on the Answers tab. Here is where specific questions and answers may be provided based off of previously asked and answered questions. As shown below, enter the question and click the “Ask” button.
The Community will be searched and any answer that might seem appropriate will be displayed in the list of “similar questions”. If a question looks like it is the same as your question, click on the Article in the list.
Following is how the previously asked question will display. Replies by Community Members or by the PowerReviews team members will show in the display and should answer the question. Answers can also be voted on with Likes or Dislikes which gives credibility to answers and allows other uses to see the relevance of the answer. Additionally, you can add
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
your own comment by clicking on the “reply” button. The reply provided will be monitored by a community manager and then published for others to see.
In the case where a question is asked and no relevant thread is found in the community, click the “continue” button to submit the question to the Community.
To submit a question to the community, you should provide as much detail as possible in addition to your question. Please provide a full description of the issue to accompany the question, so that a thorough understanding of the issue or question is presented to the community and an appropriate response may be provided. Finally, select a Category from the pull-down that best fits the question and then click on the Post Question Button.
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
Accessing Cases By clicking on the Cases tab, all associated cases for the given client will be visible (or made available) for review. There is a pull-down and the two primary choices are: My Open Cases and All Open Cases. By selecting My Open Cases, all active cases that were submitted by you will show in the display. All Open Cases will show all of the open cases for all registered users within your company.
Creating Cases NOTE: Express clients are strongly encouraged to research via the Knowledgebase and Community before attempting to submit any case. All technical issues must be submitted to the community for response. If your issues have not been resolved within 2 business days, via the community, your question will get escalated to a case. For non- technical issues, you can directly create a case with the following Express Case Reason:
• • • • • • • •
Billing Page ID Migration Legacy Review Import Custom Template Request Shopify Order feed setup Account Settings Platform Migration Cancellation
To create a new case, click the Create New Case in the middle of the dark blue “Recent Cases” title, just above cases information to display the screen below. Note that all of the RED flagged fields are required field to create a case. Although the Status field shows, you will not be able to change that value, as it has been assigned a NEW status. Severity has three values that are defined on your Home Page, as to the types of problems that meet each of the severity.
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
Complete the form and click Submit if you do not have any files to attach. If files are to be attached to the case, select Submit & Add Attachments to be directed to the “add-files” screen.
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
Upon submission of the case, a screen similar to that below will be displayed. Note that at the bottom of the screen, you can “add comments” to the case, that will be seen by the support personnel handling your issue. Additionally, you can attach files, by clicking on the Attach Files button. You can also click the “Close Case” if the issue has been resolved or is no longer a problem.
The screen below is how you can add comments to your case.
The information provided above is the best practice for submitting a case, after you have researched previous answer and our knowledgebase.
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
Table of Contents SUPPORT PORTAL GUIDE
INTRODUCTION
3
ACCESSING THE SUPPORT PORTAL
3
THE SUPPORT PORTAL HOME PAGE
3
ACCESSING THE KNOWLEDGEBASE
4
ACCESSING AND ASKING THE COMMUNITY
5
ACCESSING CASES
7
CREATING CASES
7
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
Introduction The PowerReviews platform support portal is designed to provide our customers with several options for getting answers and support for questions regarding the PowerReviews platform. It will be how clients can ask questions of the community of Express users, research articles in the knowledgebase and submit technical, business and accounting cases to be handled by the Technical Support Team, Community Management team or our Finance team.
Accessing the Support Portal The Support Portal is accessible through the PowerReviews Platform Dashboard (http://dashboard.PowerReviews.com). On the menu bar along the top of the dashboard move the cursor over the Support tab and the pull-down will be shown. Click the appropriate option and you will be taken to the Support Portal.
The Support Portal Home Page Following is a picture of the Support portal Home page. This will be the landing page when you select an entry from the Support Menu on the PowerReviews Dashboard. There are four (4) tabs along the top of the portal page. The Home page will give you quick instructions as to what the tabs will do and additionally will also show the support priority matrix and Support SLAs for various priorities/severities of cases. Additionally, descriptions of the types of cases that fall into each priority/severity are provided to help you decide the level if you chose to create a new case.
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
Accessing the Knowledgebase The first step in getting support is researching your questions or issues in the articles in the Knowledgebase. Start by clicking on the Article tab at the top of the page. Then enter search criteria which will provide articles appropriate to the issue or question.
Upon hitting enter, a result set of articles will show on the screen. As time goes on and articles are selected, the “most viewed” field will fill in, showing the most highly accessed articles.
Click on the article that best provides information/answers to the question. As you use the Articles, please review and then rate the article, so the knowledgebase can collect feedback on quality and accuracy of the articles.
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
If there is no appropriate Article, please research the Community.
Accessing and Asking the Community To access the Community, click on the Answers tab. Here is where specific questions and answers may be provided based off of previously asked and answered questions. As shown below, enter the question and click the “Ask” button.
The Community will be searched and any answer that might seem appropriate will be displayed in the list of “similar questions”. If a question looks like it is the same as your question, click on the Article in the list.
Following is how the previously asked question will display. Replies by Community Members or by the PowerReviews team members will show in the display and should answer the question. Answers can also be voted on with Likes or Dislikes which gives credibility to answers and allows other uses to see the relevance of the answer. Additionally, you can add
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
your own comment by clicking on the “reply” button. The reply provided will be monitored by a community manager and then published for others to see.
In the case where a question is asked and no relevant thread is found in the community, click the “continue” button to submit the question to the Community.
To submit a question to the community, you should provide as much detail as possible in addition to your question. Please provide a full description of the issue to accompany the question, so that a thorough understanding of the issue or question is presented to the community and an appropriate response may be provided. Finally, select a Category from the pull-down that best fits the question and then click on the Post Question Button.
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
Accessing Cases By clicking on the Cases tab, all associated cases for the given client will be visible (or made available) for review. There is a pull-down and the two primary choices are: My Open Cases and All Open Cases. By selecting My Open Cases, all active cases that were submitted by you will show in the display. All Open Cases will show all of the open cases for all registered users within your company.
Creating Cases NOTE: Express clients are strongly encouraged to research via the Knowledgebase and Community before attempting to submit any case. All technical issues must be submitted to the community for response. If your issues have not been resolved within 2 business days, via the community, your question will get escalated to a case. For non- technical issues, you can directly create a case with the following Express Case Reason:
• • • • • • • •
Billing Page ID Migration Legacy Review Import Custom Template Request Shopify Order feed setup Account Settings Platform Migration Cancellation
To create a new case, click the Create New Case in the middle of the dark blue “Recent Cases” title, just above cases information to display the screen below. Note that all of the RED flagged fields are required field to create a case. Although the Status field shows, you will not be able to change that value, as it has been assigned a NEW status. Severity has three values that are defined on your Home Page, as to the types of problems that meet each of the severity.
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
Complete the form and click Submit if you do not have any files to attach. If files are to be attached to the case, select Submit & Add Attachments to be directed to the “add-files” screen.
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
Upon submission of the case, a screen similar to that below will be displayed. Note that at the bottom of the screen, you can “add comments” to the case, that will be seen by the support personnel handling your issue. Additionally, you can attach files, by clicking on the Attach Files button. You can also click the “Close Case” if the issue has been resolved or is no longer a problem.
The screen below is how you can add comments to your case.
The information provided above is the best practice for submitting a case, after you have researched previous answer and our knowledgebase.
22 4th Street, 6th Floor, San Francisco, CA 94103 Phone: 312-447-6100 www.PowerReviews.com
