First Data ServiceCenter Web

Transcription

1 First Data ServiceCenter Web ServiceCenter Web User Guide Version 1.5 June 14, 2010 Page 1 of 11

2 Table of Contents I. ServiceCenter Web Overview ServiceCenter Overview... 3 II. ServiceCenter Web Login Login work flow... 4 III. ServiceCenter Web Submit Ticket Submit Ticket... 6 IV. ServiceCenter Web View/Update Tickets View/Update Tickets... 8 Page 2 of 11

3 I. ServiceCenter Web Overview As end users deal with products of increasing complexity, and support centers of all types continue to handle more phone calls, the forward deployment of information becomes essential. ServiceCenter Web will give you the customer direct and immediate access to the resources you need. ServiceCenter Web addresses forward deployment by enabling you the customer to submit tickets and often resolve them without calling the support center. With the continued increase of activity on the Internet and the World Wide Web, opportunities for more efficient and flexible end user empowerment have risen. By prividing you the customer with web access, you will be able to communicate with the support center directly to submit, track, update and possibly resolve your issues. This allows you to communicate with First Data around the clock and around the globe. No additional software needs to be installed on your computer, the link with the support center is enabled by popular web browsers, such as Microsoft s Internet Explorer. ServiceCenter Web has the following functionality: Ticket Submit The ability to submit a ticket with no intervention from First Data should allow for a more accurate description of the issue. Additionally, you the customer will be able to submit a ticket any time from any where you have access to the Internet. Ticket View The ability to view a ticket will provide up to the minute status information on all your ServiceCenter tickets. Ticket Update The ability to update will allow you the customer to append additional communications to the ServiceCenter ticket. You the customer will be able to provide additional information or further clarification without intervention from First Data. The value of ServiceCenter Web can be significant. For the support center, it makes analyst intervention unnecessary in many situations, and for you the customer, learning a new application is not required and the feedback is instantaneous. With ServiceCenter Web, we can use the universality and flexibility of the World Wide Web to provide improved support to you the customer. Page 3 of 11

4 II. ServiceCenter Web Logon 1. Enter your Logon credentials and press the LOGON button. 2. The Security Portal authenticates your credentials and redirects you to the ServiceCenter Web home page. If this is the first time you have performed a ServiceCenter Web logon you will be prompted to change your password at this time. Page 4 of 11

5 ServiceCenter Web will retrieve user s application level settings and present the ServiceCenter Web Main page. 1. To submit a ticket to First Data click on the New Ticket menu option. 2. You will be presented with a list of templates to use for ticket submission. Page 5 of 11

6 III. ServiceCenter Web Submit Ticket 1. You must select the most appropriate template from the list. If your issue is not handled by a specific template, select the General Inquiry template. Page 6 of 11

7 Based on your logon credentials your Client ID(s) and Name(s) will be displayed. 1. Complete the fields as required on the New Ticket screen. 2. After the required fields are completed click the OK button to submit the ticket to First Data. Page 7 of 11

8 IV. ServiceCenter Web View/Update Tickets 1. To view / update a ticket click on the Search option. Page 8 of 11

9 You will be presented with the Ticket Search screen. 1. You can narrow the list of tickets by utilizing one of the predefined Quick Searches or by clicking Advanced Search to further define selection criteria. 1. When you are finished inputting the criteria click the Search button. Page 9 of 11

10 You will be presented with a formatted list of tickets. The list of tickets will be based on your access profile. 1. The user may retrieve a specific issue by clicking on the button next to the Ticket ID. The Ticket Status screen will be presented in either view or edit mode based on the user s access profile. Page 10 of 11

11 At this time, the only edits allowed will be Add Communication or Add Attachment. You can navigate the Ticket Status screen using the tabs at the top of the screen. Page 11 of 11