DCS - Client portal manual Client portal rference guide

Transcription

1 DCS - Client portal manual Client portal rference guide Note: All illustrations in this document are for explanatory purposes only; they bear no resemblance to genuine persons or data.

2 Table of Contents Logging into our Support Centre... 3 Your Customer Control Panel Screen... 4 Your Customer Portal Screen... 6 How to Log a new Request... 7 Your My Requests Screen Page 1 of 10

3 Introduction When you need assistance with any of our products, your Customer Portal is a user friendly and intuitive gateway that enables you to directly communicate with the DCS support centre. Using your Customer Portal you will be able to easily and efficiently obtain support, interact directly with our Support Representatives and keep track of your requests. A summary of this manual may be found in our quick Reference Guide. Page 2 of 10

4 Logging into our Support Centre Click on the URL: On the Customer Logon Screen, enter your address in the User Name Field. Click on the Forgot your Password button and follow the links to obtain your Password Your Password must be a minimum of 6 digits long. Customer Logon Screen Your address Click on the Forgot Your Password link below Page 3 of 10

5 Your Customer Control Panel Screen This screen gives you a range of buttons that will allow you to perform and view actions. It also gives an overview of your Requests and access to a Knowledge Base which you may find useful in helping you resolve your query. 1. End User: There are three view options within this button. a) User Profile: This gives you a snapshot of all your calls and the average service satisfaction rating you have assigned for all the Requests that you have logged. b) Options: This screen shows you your set up details on the system. You can change your password on this screen and update your address. a) Log out: Use this button to log out and exit the system. 2. Notifications: You can click on this button to view all updates relevant to you e.g.: answers, items pending your approval, solution approval Requests etc. This is in the form of a drop-down list with the data sorted by date. (Button circled on screenshot) 3. Start: You can click on this button to go to the main screen. 4. New Request: You can click on this button to access the new Request Form. 5. My Requests: You can click on this button to access a list of the Requests logged under your name. 6. Log Out: Click here to log out Page 4 of 10

6 7. Active Requests: Go to this section to see a list of Requests that have been updated. The number of these Requests will be coloured in red. You will also see the total number of Requests that you have open. 8. Approvals: Go to this section to see any Requests that are awaiting your approval. 9. Participations: Shows the list of updated Requests you are watching. 10. Request file: Shows the list of Service Requests filtered by the criteria as to whether they are in the Active, Approvals or Participations Categories. Each Service Request Button provides a summary of the data that is displayed within each Request. The Support Representative who has been assigned to action your Request. The date your Request was created. The date your Request was most recently modified The status of your Request The Priority that you have assigned to your Request. The Title of your Request The Update Notification Flag Your Request / Incident number The Request Type and Category The source that your Request was logged via e.g. Web (Customer Portal), Telephone When your Request is expected to be resolved Page 5 of 10

7 Your Customer Portal Screen This screen gives you a comprehensive view of your Request and how it is being progressed through the process to resolution. The title of your Request Your Request Number (1) An overview of the Status, Priority, Type of Request and the source of your Request i.e. how you logged the Request e.g. via Telephone or the customer portal The symptom details you have given An option to type a follow up note or reply An option to attach a file or paste an image Details of updates or further clarifications required Your User Profile Details of the support representative that has been assigned to action your Request. This section will show as unassigned until the Support Representative has been appointed. Details of the Helpdesk that has been assigned to action your Request (Information purposes only) Details of a support representative who is acting as a Collaborator and helping on the Request. You will see here any Requests that are related to your query. 1. Here you will find your Service Request Reference Number 2. Click on this button to show or hide all entries related to your Request 3. Hover over this button to show the length of time since the entry was logged or Click on the word to view the details Page 6 of 10

8 How to Log a new Request 1. Click on the New Request button 2. Select the appropriate Category and Sub Category for your Request 3. Click Continue to bring you where you can enter your Request details. 4. You can Change Category by clicking the Change Category button if you have chosen an inappropriate category in error. 5. In the Drop Down boxes select Priority as appropriate. The Priority will indicate the urgency of your request. 6. Enter the details of your Request (Subject and Description) in the predefined fields (Example A) OR enter free text (Example B) where no required information has been predefined. 7. Attach a file or paste an image as appropriate 8. Click Create Page 7 of 10

9 Example A: Predefined information required Page 8 of 10

10 Example B: Freeform Text Required You will be taken to a Summary Page where by using the Reply button you can review and update your Request. You can note your Request Number here. 9. Click on any Button to exit this page or Log Out to exit the Customer Portal. Page 9 of 10

11 Your My Requests Screen This screen gives you a snapshot and list of all the Requests that you have raised. These can be sorted in order of Order, Source, Priority or Type. 1. Free Text Search: Click here to search using free text e.g. enter Your Request Number or a Request Subject e.g. Database or Access 2 Order: Your Requests in the Order Tab can be searched in ascending or descending order by: Creation Date Modification Date Category Type Priority Status 2 Source: Your Requests in the Source Tab can be searched by the method in how you logged your Request with our Service Team: Customer Portal Telephone 2 Priority: Your Requests in the Priority Tab can be searched by the Priority that has been assigned to the Request by you or one of our Service Representatives. 2 Type: Your Requests in the Type tab can be searched by how the Request was categorised: Note: All Requests in this Customer Portal are categorised as an Incident. 3 All, Open, Resolved, Closed Tabs. Click on one of these Tabs to give you a list of all calls that are open, resolved or closed. Page 10 of 10