Customer Care Portal User Guide

Transcription

1 Customer Care Portal User Guide

2 Table of Contents Logging In...3 Live Chat... 3 Viewing your Cases...4 Logging a Case for Customer Support...4 Projects...6 Knowledge Base....6 Content Forms...7 Event Booking...8 Account Information...8 Administering your account...9 Page 2

3 Logging In (click to go back to Table of Contents page) To log in to the Customer Care Portal: 1. Open the Customer Care Portal in your browser. The URL is: 2. Enter your username and password as provided via . If you do not have your password available, click Forgot your password? Enter your user name and click Submit. You will receive an with a temporary password. When you log in to the Customer Care Portal, you will be asked to reset your password. 3. Click Login. To log out of the Customer Care Portal, simply click the Logout tab. Live Chat (click to go back to Table of Contents page) Get answers to your questions quickly using the live chat link on the left menu bar. Page 3

4 Viewing Your Cases (click to go back to Table of Contents page) In the Customer Care Portal, the inquiries that you submit to the Customer Support team are called "cases." To view your open and resolved cases: 1. Click the Cases tab. The open cases that you have submitted are displayed. Optionally, click the All closed cases in my name button from the drop down to view a list of your resolved cases. If you are a Customer Care Portal "Administrative User," you will be able to view all of the open and resolved cases submitted by everyone in your company. 2. Select a case subject to view the details of the case. Optionally, you can click the Suggested Solutions button on the case to view up to 10 solutions that may help you solve your particular case. Logging a Case for Customer Support (click to go back to Table of Contents page) If you cannot find a solution that answers your inquiry, you can submit a case to our Customer Support Team. To submit a case: 1. Click the Create New Case tab or click Create New on the left menu and select case. 2. Select the type of case you are logging from the drop-down. 3. Enter a subject and description for your case. Enter as much information as you can to assist our Customer Support Representatives in responding to your inquiry. 4. Click Create Case. Click View Suggested Solutions to display possible solutions that may help you solve your particular case. Optionally, click Add Comment to add a comment related to your specific case. Optionally, click Attach File to add a file to your specific case that you think would assist the support team in answering your inquiry. Page 4

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6 Projects (click to go back to Table of Contents page) In the Projects tab, you will find list of current projects you have, with the list of tasks and their current status. Knowledge Base (click to go back to Table of Contents page) In the Customer Care Portal, you can search for and view solutions to your questions and issues. To find solutions in the Customer Care Portal: 1. Enter your question on find solution box on the left menu and click Go or click the Knowledge Base Tab 2. Enter keywords related to your inquiry into the search box select the relevant product. 3. Click Find Solutions. A list of solutions matching your inquiry displays in order of relevancy. If no solution matches are found, no solutions are displayed. 4. Select the title of a solution in order to view it. 5. If the solution helps you answer your question, click Yes. If the solution did not help you answer your question, click No to return to the list of solutions. Page 6

7 Content (click to go back to Table of Contents page) Content tab will give you the product specific documents, brochure, training materials, user guides etc. that you can view and download. Now searching your business content is as easy as searching the Internet. Users can save time with document previews instead of downloading multiple documents. You can also subscribe to documents and an will be sent to you when the document is updated. Forms (click to go back to Table of Contents page) The Forms tab has the forms that need to be filled out. Click on Edit, fill the form and save it Page 7

8 Event Booking (click to go back to Table of Contents page) The Event Booking tab shows the various upcoming events organized by us. You can book an event by clicking Book. Account Information (click to go back to Table of Contents page) Account Tab gives the information regarding your account with us. Click on Edit to update any information. Page 8

9 Administering your account (click to go back to Table of Contents page) This function is applicable only to the Administrator User. Click on Administrative tab to add new user or deactivate existing users. Page 9

10 Thank You! Should you require assistance accessing or logging into the Customer Care Portal, please contact Bottomline Customer Support. Phone: Page 10