TribeHR-NetSuite Customer Care Center User Guide

TribeHR-NetSuite Customer Care Center User Guide

Table of Contents 1.1 Logging in to the TribeHR-NetSuite Customer Center... 3 1.2 The Customer Center Dashboard... 4 1.3 Creating a Case... 5 1.3.1 Online Case Form... 5 1.3.2 Online Case Form Fields... 6 1.3.3 Case Severities... 6 1.3.4 Product Areas and Features... 7 1.4 Viewing Cases... 9 1.5 Updating and Replying to Cases... 10 1.6 Case Status Definition... 12 1.7 FAQ... 13 pg. 2

1.1 Logging in to the TribeHR-NetSuite Customer Center To access the TribeHR-NetSuite Customer center, go to netsuite.com and click the Login link on the top right hand corner of the page. Hover over the roles drop down on the right hand corner of the page and select the TribeHR Support Center role from the drop down menu. Note: If you don t have access to the TribeHR Support Center role, email the support team at support@tribehr.com pg. 3

1.2 The Customer Center Dashboard Once you have selected the TribeHR Support Center role, you will be redirected to the TribeHR Support Center Dashboard. From here you will see links for: Contact Support For submitting your cases See Support Cases For viewing your existing cases Set Preferences To configure Language, Time Zone, and Appearance Campaign Subscription Center To subscribe to the NetSuite Newsletter Change Email to change the email address you use to login to the Customer Center Change Password To change your Customer Center password pg. 4

1.3 Creating a Case To create a case, click the Contact Support link. You will see this link located in the Home Links portlet. This will bring you to the TribeHR Case form. 1.3.1 Online Case Form Providing detailed information about your case and providing accurate information is very important to help the TribeHR Support team assist you with your issue. Once you have filled in the form, click the submit button to send the case to the TribeHR Support Team. You will receive an email notification about the case you submitted along with a case number. pg. 5

1.3.2 Online Case Form Fields Subject: In this field, input a descriptive subject that briefly describes the issue you are experiencing or the question you are asking Contact Name and Email: Should be prefilled with your information, double check this information to make sure it is correct Phone: Your phone number where we can reach you if we need to reach out via a call regarding the case Case Severity: The severity of the case you are submitting. These severities align with the severities you already use when submitting cases about your NetSuite account. For more information about case severities, see Section 1.3.3 Case Severities. Product Area and Feature: Indicates which area of the product and which feature you are having issues with. First, select a product area from the drop down, and the features drop down will display all the features in that product area. See Section 1.3.4 Product Areas and Features for more information. New Message: Input the body of your case in this box, please provide as much information and detail as possible. 1.3.3 Case Severities C1 Critical / Business Down: Incidents in which your TribeHR account is unusable by you and your employees. For example, if your TribeHR account is inaccessible. C2 Urgent: Incidents in which your TribeHR account is accessible but one or more significant functions of your account is not available. C3 How to / Non Urgent Questions: Technical questions or assistance needed with a TribeHR feature. C4 Enhancement or Non Tech Support: Questions regarding features that are not yet available or questions that are non-technical related. pg. 6

1.3.4 Product Areas and Features Product area and feature indicates which area of the product and which feature the case is about. These selections help the TribeHR Support team categorize your case and assist us in providing you with more efficient responses. Once you choose a product area in the drop down, the feature drop down will be populated with the associated features. The following chart will describe what these product areas and features are. Product Area Administration Settings Leave Management Company Information Employee Files and Information Performance and Reviews Feature General Account Settings Privacy Settings Adding New Users Departments and Locations Custom & Optional Profile Fields Integrations Single Sign-On Webhooks & API News Sources and Articles EEO and Incident Reporting Database Export Booking & Approving Time Off Accruals & Allocations Employee Time off Panel Custom Time Off Types Leave Tracking Privacy & Display Options Calendar Events & Subscriptions Company Directory Organizational Chart Company Positions & Job Titles Company Resources Company Search Time Tracking Employee Record Changes Employee Terminations Notes & Documents Password Reset Kudos Goals Skills Feedback Company Values Custom Review Templates pg. 7

Job Postings and Recruiting Reporting Notifications Mobile Applications Other Launching Review Cycles Completing Review Packages Job Postings Applicants Custom Hiring Stages Public Job Board Standard Reports Ad-Hoc Reports Invite Notifications Home Page Notifications Leave Notifications Kudos Notifications Goals Notifications Review Notifications Recruiting Notifications Feedback Notifications ios App Connectivity Account Cancellation Billing and Finance Sales Request Training Other pg. 8

1.4 Viewing Cases To check the updates and status of your cases, click on the See Support Cases link located in the Home Links portlet. This page will list all of your open and closed cases, including cases filed by other users in your account. Clicking on the New Case button at the top of the screen will bring you to the TribeHR support case form. The column headers can also be used to sort your cases by Case Number, Subject, Status, etc. A drop down is available to filter the list to only show cases that have a specific status or case severity. pg. 9

1.5 Updating and Replying to Cases If you would like to respond or follow up on a specific issue, find the case in the case list and click on the Edit link. Once the case is in Edit mode, underneath the Interactions sub-tab you will see the New Message field. Type in your update in this field. Once you are done typing the message, click Submit. If you are replying to confirm the closure of the case, click on the Submit and Close Case button. pg. 10

At the bottom of the form, you will see the Message field. This is where all communications with the TribeHR support team will be displayed. Sometimes, communications become too long to display fully and the messages will be sorted by pages. Clicking the View History button will open a pop-up window that will show all messages in one page. Note: You will receive email notifications every time the case is updated by the TribeHR Support Team. pg. 11

1.6 Case Status Definition To better understand the different case statuses, below are the descriptions of each status: Not Started Default case status upon case creation In Progress Case has been assigned and is actively being worked on Re-Opened Default case status when a customer updates a case Escalated Case has been reassigned to a Subject Matter Expert Transferred Case has been reassigned to another support team member Awaiting Customer Reply Support is waiting for customer s response on the information being requested. Status will remain for 7 calendar days and will be automatically closed if no response is received Resolved Pending Customer Review A solution was provided and is pending review by customer, status will remain for 7 days and will automatically be closed if no response is received Closed Status when the case has been solved and no further action is required pg. 12

1.7 FAQ Q. I am having issues accessing my TribeHR Customer Center. How can I get in touch with the TribeHR support team for assistance? A. If you are having issues accessing your account reach out to support@tribehr.com and one of our support team members will be happy to assist Q. What happens if I submit a support ticket via Zendesk after the transition? A. If you or a member of your team forgets to submit your ticket via NetSuite and submits it via Zendesk instead, the TribeHR Support Team will simply remind you about the change of process and migrate the ticket to the TribeHR Customer Center. pg. 13