NextGen Healthcare Success Community Frequently NextGen Healthcare, Inc. 795 Horsham Road Horsham, PA 19044 215-657-7010 NextGen.com Updated: 2/11/2016
Table of Contents General Questions... 4 What questions are clients asking about the NextGen Healthcare Success Community?... 4 What is the preferred web browser for the NextGen Healthcare Success Community?... 4 What is the NextGen Healthcare Success Community?... 4 Is it called Service Cloud or Salesforce or NextGen Healthcare Success Community?... 4 When will NextGen Healthcare Success Community go live?... 4 When will SDE and the CSC be taken down for the go-live?... 4 Why do we need to move to the NextGen Healthcare Success Community?... 4 Who will need to use NextGen Healthcare Success Community?... 5 How will employees be trained?... 5 What support is available during and after the NextGen Healthcare Success Community goes live?... 5 Will it make my job easier?... 5 What does the client interface look like?... 6 What features will be added as a result of implementing the NextGen Healthcare Success Community?... 6 Will the NextGen Healthcare Success Community completely replace Client Central?... 7 What Success Community content is the same across all employees?... 7 How does an employee know what they have access to or not?... 8 How do I add a new employee to the Success Community for my Team?... 8 How do clients manage the users that have access to the Success Community?... 8 Can you access the Success Community from a mobile device?... 9 The Global Search doesn't seem to be searching Training Offerings or another area.... 9 Can you search for QC Tasks from the Global Search?...10 What is the timeout period for when I need to log into the Success Community?...10 Knowledge...10 Are we converting the articles in the current Knowledge Exchange to be available in NextGen Healthcare Success Community Knowledge?...10 Are there any limits to attachments to Knowledge Articles?...10 Chatter...11 Do clients see employee chatter messages?...11 What does it mean to "@mention?"...11 Can clients @mention employees or vice versa?...11 Should clients use chatter to discuss their open case?...11 Ideas...11 What is the difference between Popular Ideas and Top All Time Ideas?...11 Asked Questions for Employees Page 2 of 16
Accounts...11 Is there a way to access Client Central from the Account page?...11 How can I view License Keys for an account?...12 How can I tell if an Account has been escalated?...12 How do I tell which products a client has?...13 How do know if a Client is hosted or get more information about a Hosted Client?...13 How do I view details on the Account s Configuration Details?...13 Training Courses and Offerings...14 What is the different between a Training Course and a Training Offering?...14 I was able to register 3 people for a Training Offering that was in the Planning status. The training guide states Training Offerings in the Planning stage are not returned in client search results and attendance cannot be added....14 How can I quickly determine what offerings a client has registered for and if they have been confirmed?...14 How can I get a client the WebEx information they may need for a webinar they are registered for?...14 Cases...15 What happens if I find a defect with a NextGen Product in my local environment that isn't related to a specific Client?...15 I need to create a case for a client and I would like to assign it to myself but it gets autorouted. How do I assign it to myself?...15 When you are on the phone with a client, what is the "action" I should log in the case?...15 When do clients get an automatically generated email from the Success Community?...16 Known Issues...16 What is the timeframe for Known Issues listed as "Recently Released Known Issues?"...16 Page 3 of 16
General Questions What questions are clients asking about the NextGen Healthcare Success Community? Click the Client FAQ link to see the questions clients are asking. The Pathway to your NextGen Healthcare Success Community page provides clients with documents, webinars and webinar recordings, and training simulations for their version of the NextGen Healthcare Success Community. What is the preferred web browser for the NextGen Healthcare Success Community? All current versions of Chrome, Safari, and Firefox are supported by our Success Community. Current Internet Explorer versions can also be used, but some functionality may be affected. What is the NextGen Healthcare Success Community? The NextGen Healthcare Success Community is your single point-of-entry for client accounts, client case management, knowledge articles, product known issues, and much more. The following applications will migrate to the NextGen Healthcare Success Community. Service Desk Express (SDE) The Client Support Center NextGen Healthcare Knowledge Exchange (KE) Known Issues Implementation & Training webinar registration Enhancement requests Is it called Service Cloud or Salesforce or NextGen Healthcare Success Community? We are implementing the "NextGen Healthcare Success Community" for our employees, clients, and partners. Sales and other departments have been using Salesforce for some time and will continue to use it. The underlying platform is from Salesforce.com; however, we refer to the new tool as the NextGen Healthcare Success Community. You may have also heard "Service Cloud." The project team was called Service Cloud, but the tool we are implementing is the NextGen Healthcare Success Community. When will NextGen Healthcare Success Community go live? The NextGen Healthcare Success Community will go live Monday, February 29, 2016. On that day, you will no longer have access to the legacy applications listed in the "What is the NextGen Healthcare Success Community?" question above. When will SDE and the CSC be taken down for the go-live? We are planning to begin the conversion of the last set of data at 6PM EST on Friday, February 26, 2016. Read-only access will be available for SDE and the Client Support Community will no longer be available to open new incidents. All clients will have to call Support and Support will have a manual process in place to take new cases. They will be entered into Service Cloud on Monday morning, February 29. The CSC will have messaging if a client should attempt to open a case that weekend via the community. Once we are live, the URL for the CSC will redirect to the NextGen Healthcare Success Community. Why do we need to move to the NextGen Healthcare Success Community? If we do not move to the NextGen Healthcare Success Community, we will eventually not be able to sustain the client support portal because our vendor will no longer support SDE. After Page 4 of 16
more than a year of analysis, NextGen Healthcare Success Community was found to be the best fit for NextGen Healthcare employees, clients, and partners. Who will need to use NextGen Healthcare Success Community? All current users of the applications listed in the "What is the NextGen Healthcare Success Community?" question will migrate to the NextGen Healthcare Success Community. How will employees be trained? NextGen Healthcare employees will be trained by a representative from within their department. Each representative will work with management if any departmental process, procedure, or policy changes are required. Department trainer representatives will attend the NextGen Healthcare Success Community user acceptance testing (UAT) in January as well as attend a train-the-trainer program in February before delivering topics to your department. What support is available during and after the NextGen Healthcare Success Community goes live? Prior to the Success Community s launch on 2/29/16, employees are to use the Chatter group available within the Full Sandbox (FullSB) environment called #ServiceCloudUAT. Posts to this chatter group are being constantly monitored by the Enterprise Application Systems (EAS) team and they will respond to you with an answer. After go-live, please first check with a member of your department who went through User Acceptance Testing and conducted Training you re your team. If you did not have a trainer or if they are unable to resolve your question, please email SFSupport@nextgen.com for support on the Success Community. An EAS Team member will assist you. The EAS Team monitors the cases created by employees 8:30 AM EST to 9:00 PM EST during the work week. The expected response time from the EAS team is two hours or less. Weekends and holidays will be monitored for urgent requests only. Will it make my job easier? If you are an SDE user, the answer is 100% yes. The NextGen Healthcare Success Community is much faster and more intuitive than SDE. As a user, you will have everything you need at your fingertips. Knowledge will be easily accessible and the global search will change your whole work experience. Page 5 of 16
What does the client interface look like? The client interface is different than that of a NextGen Healthcare employee. When clients log on, they see the NextGen Healthcare Success Community home page. See Figure 1 Client NextGen Healthcare Success Community Home Page below. Clients can easily see and act on a variety of important information directly from the home page. The tabs at the top allow clients access to the Case page to see all of their support cases (formerly called "incidents" in SDE) and open new cases, the Knowledge tab to find and view articles (formerly the Knowledge Exchange), the Known Issues tab, the Ideas tab to view and submit enhancement requests, the Chatter tab to communicate within the Community, and the My Account tab to view their practice's information. The Pathway to your NextGen Healthcare Success Community page provides clients with documents, webinars and webinar recordings, and training simulations for their version of the NextGen Healthcare Success Community. Figure 1 Client NextGen Healthcare Success Community Home Page What features will be added as a result of implementing the NextGen Healthcare Success Community? Cases Change request, work orders and work requests Implementation projects and tasking Training webinars Known issues Knowledge articles Ideas (enhancement requests) Page 6 of 16
Will the NextGen Healthcare Success Community completely replace Client Central? The NextGen Healthcare Success Community will not replace Client Central. Client Central will continue to be used until all file types can be saved to the NextGen Healthcare Success Community instead of Client Central. You can expect to use Client Central for the foreseeable future. There has been no change to the documents or information available on Client Central. The only exception is that the Client Support Tab which will no longer be available in Client Central since all Support and Project data will be available directly in the Success Community. What Success Community content is the same across all employees? All employees, except some in Sales, will have the ability to open a case for a customer. All employees will be able to view all of the new content areas, or objects that are being rolled out with the Success Community: Cases, Known Issues, Change Requests, Work Requests, Projects, Training, Ideas, and Certification Exams. Depending on how your particular account is set-up, you may see these objects across the tabs at the top of the screen. If you are unable to see any of these objects you can click the plus icon at the end of the tab list. Here s a few examples. If you are a Projects user, you ll see Implementation Projects in the tabbed list. Figure 2 Project User Tabs If you are a Training user, you ll notice the navigation is slightly different and emphasizing the training objects. Figure 3 Training User Tabs Page 7 of 16
Regardless of your navigation you can click the Plus button to see a list of all objects to which you have access. Simply click on an option to view it. Figure 4 "Plus" Sign to See All Tabs How does an employee know what they have access to or not? Employees will be given a training guide by their manager during the training period for the Success Community. This document list the options that are available. In addition, you can click the plus icon at the end of the tabs along the top of the screen will show you all objects you have access to in the Success Community. See Figure 4 "Plus" Sign to See All Tabs, above. How do I add a new employee to the Success Community for my Team? The Enterprise Application Systems (EAS) team is in the process of finalizing the policy for how new employees are added. Once the process is finalized, this answer will be updated with further details. How do clients manage the users that have access to the Success Community? Main Contacts for our clients have the ability to maintain which users in their organization have access to the Success Community through the Success Community itself. Client-facing employees should encourage Main Contacts to maintain their own user information through the Success Community itself. If needed, Client Support, Client Care, Sales, and Implementation have the ability to update client user access to the Success Community as well. See the Updating a Success Community User (HTML video, 0:48) client training simulation. Page 8 of 16
Can you access the Success Community from a mobile device? All users of the Success Community, both employees and clients can access it from a mobile web browser such as Safari on an ios device or Chrome from an Android device. Salesforce does have an official ios and Android App called Salesforce1. This app can be used by employees only and not clients but is not supported by the EAS team. The Global Search doesn't seem to be searching Training Offerings or another area. Certain areas of the Success Community are not searched immediately when entering a search term into the global search field at the top of the screen. For example, if you are set up as a Client Support user, the global search should search cases by default. If you frequently search for Training Offerings, for example, and that is not included in your default global search, you can easily add it. Follow these steps to add multiple Objects to the default global search: Step Action 1. Search for anything using the global search text box at the top of the Success community. 2. Click Search All under the Records list on the left. The list will refresh to show additional record types. 3. When you hover over a record type, you ll notice a pin icon appear. Click the pin icon to make that record type appear at the top of the list. Each time you perform a global search, this record type will be included by default. You can repeat these steps to pin other record types to customize your default view. Page 9 of 16
Can you search for QC Tasks from the Global Search? No. You are unable to search for QC Tasks directly from the Global Search? You can search for Known Issues and see the associated QC Tasks, but you can't search directly for the QC Tasks associated to the Known Issue. What is the timeout period for when I need to log into the Success Community? The timeout period is currently 4 hours. If you are inactive for a period of 4 hours of time, you will be required to re-log on to the Success Community. Knowledge Are we converting the articles in the current Knowledge Exchange to be available in NextGen Healthcare Success Community Knowledge? Yes. All active KE articles will be migrated and available in the NextGen Healthcare Success Community. Are there any limits to attachments to Knowledge Articles? An article can include an attachment. The filename of the attachment can be no longer than 40 characters long. The size of each attachment cannot exceed 25 MB. Each article can have up to 5 attachments. Page 10 of 16
Chatter Do clients see employee chatter messages? No. The client chatter and employee chatter will be separate views. What does it mean to "@mention?" When you're in chatter, you can include the "@" sign in front of a chatter user's name to tag them in the conversation. This is much like tagging someone in Facebook. Can clients @mention employees or vice versa? Clients can only @mention internal, employee users who can access the client Success Community. This will be a very small group of employees who directly interact with clients as part of their day-to-day work. Should clients use chatter to discuss their open case? Clients should use case comments to communicate back and forth directly with their support rep on a case. Employees can comment on case feed posts that were created by clients. The client will be notified in an email that a case comment or case update has been made, which will prompt them to log on to the NextGen Healthcare Success Community to view the new information. For more information on how a client uses case comments, see the client lesson Viewing and Updating Case Information (HTML video, 2:28). Ideas What is the difference between Popular Ideas and Top All Time Ideas? Sub-Tab Popular Ideas Top All Time Ideas Sort Ideas are sorted by an internal calculation that reflects the age of an idea's positive votes. Regardless of an idea's static total number of points, ideas with newer positive votes display higher on the page than ideas with older positive votes. This allows you to browse ideas that have most recently gained popularity, with less precedence given to long-established ideas that were positively voted on in the past. Ideas are sorted from most number of points to the fewest. This allows you to see the most popular ideas in the history of your Ideas zone. Accounts Is there a way to access Client Central from the Account page? Yes. A link to Client Central is provided on the account page to view documents stored about the client at that location. Page 11 of 16
How can I view License Keys for an account? A License Keys Report is available from the Account page. Open any Account then click on the link in the field titled License Summary Report. How can I tell if an Account has been escalated? An Account can be flagged as being "Escalated" by using a flag that can be set by senior level employee on either the Client Support or Client Care Teams. The escalation flag is visible on the Account Page to all employees in the Escalated field. Page 12 of 16
How do I tell which products a client has? A Product Listing section is available on the Account page. All products this account (SAP ID) has purchased, paying maintenance on or is being billed monthly through a subscription will be displayed. There is an option for detailed list of individual purchases by selecting the link for detail listing. The information is updated through an integration with SAP. How do know if a Client is hosted or get more information about a Hosted Client? Hosting details are found on the Account Page. This information is maintained by the Hosting Department. The active users for Dell accounts is updated through a daily integration with Dell. To access the hosting information, click on the Hosting Information (Account) link at the top of the account page. Clicking this link will jump down to the hosting information on the account page: How do I view details on the Account s Configuration Details? Configuration information about a client is stored in the Server Information section from the Account Page. This information is updated by either the customer themselves, Solution Engineer Group, or form the Hosting Team. Page 13 of 16
Training Courses and Offerings What is the different between a Training Course and a Training Offering? A course is the name and description of the training. An offering is the specific date(s), time(s), and location(s) that the course is available. Example course: Template Editor/Document Builder is a course that provides NextGen EHR users with the knowledge needed to create templates, documents and customizations to the NextGen KBM. Offerings: March 21-25 in Horsham; May 9-13 in Irvine; May 30-June 3 in Atlanta. I was able to register 3 people for a Training Offering that was in the Planning status. The training guide states Training Offerings in the Planning stage are not returned in client search results and attendance cannot be added. I&T Training Users are excluded from these validations, because they can override normal settings in Training Offerings. All other employees, and clients, will receive an error preventing them from registering themselves or others for a Training Offering is not in the Open status. How can I quickly determine what offerings a client has registered for and if they have been confirmed? Search for the contact name. When the contact information appears, select the link for Training Attendance at the top of the record. You can also hover your cursor over the link to see the information. If the Registration Status is Registered then this client has been confirmed for the event. If the status is Requested Training, Pending Confirmation, or Pending Approval, then the registration is still being processed. If the Status is Wait List then the offering is full and the registration is on a wait list in the event a seat opens up in the offering. How can I get a client the WebEx information they may need for a webinar they are registered for? Please make sure that the client has a Registered status in the webinar before providing the information. Search for the client name. When the contact information appears, select the link for Training Attendance at the top of the record. You can also hover your cursor over the link to see the information. Page 14 of 16
Verify that the Registration Status for the event is Registered. Select the link for the Offering. The offering information including date and time of the event will display. Copy the WebEx details into the email or case for the client. Cases What happens if I find a defect with a NextGen Product in my local environment that isn't related to a specific Client? If you are working within the Client Support Department, please log a Known Issue for a defect you've confirmed on your local environment. If you do not work within the Client Support Department, you will need to create a new Chatter message and mention the @R&D Coordination team. Use the hash tag #InternallyFound to let R&D Coordination know this is a defect you've found internally and it isn't associated to a client. Here's an example of what that chatter message would look like: I need to create a case for a client and I would like to assign it to myself but it gets autorouted. How do I assign it to myself? Once a case is created, it is automatically routed to a queue based on pre-defined rules. You're unable to stop the auto-routing process, but once the case is routed you can immediately change the owner to yourself. When you are on the phone with a client, what is the "action" I should log in the case? When you are talking to a client on the phone, you should log a "Troubleshooting Session" action. If you call a client and get an answering machine, you should use the "Log a Call" action. Page 15 of 16
When do clients get an automatically generated email from the Success Community? Clients receive emails from the Success Community regarding cases in the following ways: When the case is created. When a Support Analyst adds a case comment. When the Case Status is changed to Resolved. When the 45 day auto-close window is approaching, the client will get a notification stating their case will soon automatically close and that they should either accept or reject the proposed resolution. Known Issues What is the timeframe for Known Issues listed as "Recently Released Known Issues?" The release window is anything listed as a Known Issues in the last 60 days. Page 16 of 16