New Customer Care System

Transcription

1 New Customer Care System Quick Start Guide December Lauby Road NW North Canton, Ohio USA Tel:

2 Table of Contents Access the Customer Care Portal... 3 Submit and Review Requests for Support... 4 Browse and Search the Knowledge Base Quick Start Guide Page 2

3 Access the Customer Care Portal The web site for the CourtView Justice Solutions Customer Care Portal is This will take you to the Portal home page. The Home page for the Customer Care System contains links that allows registered users to view and search the Knowledge Base, submit a ticket request, and check existing requests. Logging In If you received the welcome to the portal , go to the Login link and enter the log in information supplied in that . If you do not have an account, use the New to CourtView Justice Solutions? link on the Check Your Existing Tickets screen to sign up for an account, or contact Support at (800) for assistance. Quick Start Guide Page 3

4 Submit and Review Requests for Support Submitting a Request After logging in, select Submit a Request to access the ticket form and enter information concerning the support request. Required fields are identified by an asterisk. Note: requests can also be submitted without logging in, but users will be required to enter their registered address on the ticket form and verify via that the request was submitted. Quick Start Guide Page 4

5 Viewing Existing Requests Select CHECK YOUR EXISTING REQUESTS to access lists of ticket requests. The screen opens with a DETAILED LIST VIEW OF OPEN REQUESTS: Open Requests can also be displayed in a COMPACT LIST using the selection at the top of the Open Requests heading: The Compact List shows just the title, request date, status, and assignee: There is also an option to view SOLVED AND CLOSED REQUESTS: Quick Start Guide Page 5

6 View All Requests from Your Organization All tickets submitted by the organization regardless of requester can be reviewed by clicking on the ORGANIZATION NAME next to the Check Existing Requests selection: This selection will display all open requests for the organization and will include options to: View requests by each individual requester View all Solved or Closed tickets for the organization Search all requests using the search field Quick Start Guide Page 6

7 View Ticket Detail Clicking on a ticket name on any list will open up the ticket in a DETAILED TICKET VIEW. This view provides summary information about the ticket, the ticket status, and a history of comments and attachments. Add Comments/Files/Screencasts to Requests Additional information, comments, or questions can be added to the ticket request using the Comments section in the Detailed Ticket View: Quick Start Guide Page 7

8 When adding a comment, a FILE can be attached by selecting the feature. A SCREENCAST can be added to a comment by selecting the feature. This creates a video file of screen activity that can be used to illustrate a problem. o Note: The first time this feature is used, the browser may need to be updated with a plug-in; the browser should display a message requesting the user to allow the update. Once installed, the application will begin the load process: o After loading, the SCREENCAST POP-UP WINDOW will appear with instructions for use; if the user's computer is equipped with a microphone, voice will also be included in the recording: o After completing the recording, another pop-up window will appear for review and uploading of the Screencast: Quick Start Guide Page 8

9 Add Comments and Files via Comments and file attachments can also be added to a request by replying to an received from our customer care system. Each also includes a link to the request on the portal. Update User Profile Details Contact information can be used and the user password can be changed by clicking on the user name at the top left hand of the screen to access the user profile: Quick Start Guide Page 9

10 Browse and Search the Knowledge Base Select the KNOWLEDGE BASE screen to browse for news and announcements, frequently asked questions, reference documentation, and tips. Browsing the Knowledge Base Information in the Knowledge Base is grouped within topics or FORUMS: Click on any forum title to display its contents: Quick Start Guide Page 10

11 Select and click on any title to review the information and access attached files: Searching the Knowledge Base Searching the Knowledge Base can be performed from several Portal screens: Use the SEARCH FIELD at the top of the portal screen: Use the SEARCH FIELD at on the Knowledge Base screen: Quick Start Guide Page 11

12 Or use the Search field on any forum screen to search within that forum: Quick Start Guide Page 12