Web Support System
Documentation
Chapter topics:
Hints and other information on Help Database Searches
How to retrieve a lost username and password
How to open a new case
How to view or modify an existing case
How
to log out
To access the Customer+Center
Home Page, enter the following URL into the browser
window:
·
http://www.dmefreeserver.com:81/Customer40/
·
Click on the Top 10 reported
problems link on the Customer+Center home page to view
important cases (Problem summary and resolutions) that
have been identified by support staff.
·
Click on the Search Help Database
button on the Customer+Center home page
·
Enter your search criteria which can be
based on a combination of case category selections and key
words.
·
Select the appropriate category choice for
each category or select the default (Ignore) to disable
this category as part of the search..
·
Enter a single keyword or
group of words into the Keyword box.
·
Press the Search Help Database
button at the bottom of the page.
·
To narrow the search, select more categories
or enter fewer keyword(s).
·
To widen the search, select fewer or no
categories and enter more keywords or even just part of a
single keyword.
·
The Customer+Center search engine displays
15 matches for each page. Additional
matches can be retrieved clicking the page numbers or the
“next” button.
·
Users do not have to be registered or log in
to use the Help Database search.
·
It is helpful to enter Error code numbers or
exact screen text as
keyword (s) if it is available.
·
The Customer+Center search results only
returns case records that meet the following conditions:
·
If any matching categories are entered, only
cases that have the selected categories.
·
Any word or words entered in a text string
search must be in the knowledge base.
The knowledge base is configured and built using options
available with the Tech+Center administration menu.
·
Only cases where there is information in the
case summary and case resolution fields.
To self register with the
Customer+Center:
·
Click on the New User button on
the Customer+Center home page.
·
Complete the Customer Registration form.
Include a username and password that can be used
for future Customer+Center access.
·
When all registration fields are completed,
press the Submit button at the bottom of the page.
·
After completing the Customer+Center
registration, a registration confirmation email is sent
that includes the Username and password for future
reference.
How to log in
To
log into the Customer+Center, enter your Username and
Password that you previously entered during registration
and press the Login button located on the
Customer+Center home page.
How
to retrieve a lost username and password
To recover your lost
username or password or both:
·
Enter your previously registered email
address and clicking on the Lost ID button on
the Customer+Center Home page.
·
If a match is found, it will send an email
to that address with the Username and password login
information.
How to open a new
support case
Support cases can only be
created for registered “Customers”.
Once a user has self registered or
registered by support staff, navigate to the
Customer+Center Options page by logging in.
·
To open a new
support case, select the Create New Case option in the
Select One Option drop-down box and press the “Go” button.
·
On the New
Support Case Entry form, complete the 5 steps outlined
below including:
·
Briefy
Summarize your problem or question in the One
Line Description text box.
·
Select the
most appropriate category for each of the category choice
boxes listed.
·
Describe the
problem in detail in the text area box.
Error messages and other text can be “cut” and
“pasted” into the problem detail text box.
·
Press the Submit
button at the bottom of the page to submit your support
case.
How to
view or modify an existing case
·
On the
Registered User Support Options page, select either
the Show All Cases, Show Open Cases,
and press the “Go” button.
·
To view or
update any listed cases, click on the Case number
hypertext link on the left hand side of the table.
·
On the Support
Case Update form, you can modify the asset (if asset
management is enabled) One Line Description, change
categories, or add new history text.
Any previously entered case information is displayed in
the Case History area.
·
Problem summary
as defined by support staff – May exist if completed by
support staff
·
Problem
resolution as defined by support staff – May exist if
completed by support staff
·
To add new
information to your support case, enter new information
into the text box label Add New Case Information
Below.
·
Cases that have
already been closed by support staff cannot be updated.
·
If you need to
update a closed case, create a new case and reference the
old case number in your new case detailed description
field.
·
Press Submit to
process the case updates.
·
On the
Registered User Support Options page, select the
Update Registration option and press the “Go”
button.
·
Complete the registration form changes and
press the Submit button.
How to Logout
To log out of
Customer+Center from the Registered User Options page:
·
Select the
Log Out option in the Select One Option
drop-down list at the top of the page and press the “Go”
button.
