© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Service Central – your gateway to support Training Deck February, 2015

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Topics Why using Service Central? How to login to Service Central?How to login to Service Central How to raise a ticket?How to raise a ticket Search functionality Query Options for each Application Asset Hub Query Options Aprimo Query Options Co-Marketing Query Options Product Syndication Query Options QuickSpecs Query Options Technical Issues & FAQs

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Why using Service Central? Ability to log a web ticket and/or ability while browsing through the catalog of services. Search & review tickets submitted through the portal (user dashboard); add comments & update existing tickets, re-open ‘closed’ tickets within 3 working days. Ticket status notification – Receive a system generated message when a ticket is created, updated or closed. The closure notification will consist of a complete resolution, link to the ticket on the web, contact information & attachments (if applicable). Self Help – Can search for information on the hub to get answers to common questions (policies, procedures, how to do’s etc.), without having to contact an agent.

How to login to Service Central?

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP employees can login in two ways: 1.Using their HP ID and NT Password 2.Using a Digital Badge Use the following link: External users can login using HP Passport. If not available already, click the Create an account button in order to start the process of requesting one. Use the following link: aspx 1 2 How to login to Service Central 1 2

How to raise a ticket

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. How to raise a ticket Step 1: Select the Marketing tab on the top menu bar Step 2: Select the application you need support for 1 2

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. How to raise a ticket Step 3: On the application support page, select the Services option that best categorizes your support need The third level of query options will show up. Step 4: Select the option that best describes your issue. The tool will then advance to the four level page. 3 4

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. How to raise a ticket Step 5: On the new page, click on the Submit a Case button in the bottom of the page. 5

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. How to raise a ticket Step 6: Complete the form with all the required information, then click the Submit button. Your ticket will now be assigned to the support team. Notes: Triplet, , Region, Country and Language fields are automatically populated depending on the catalog options chosen so far and on your profile.

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. How to raise a ticket Please DO NOT not respond to this message, it is a No- Reply address. If you have the need to modify the ticket, please open the ticket via the link on the notification. Once the ticket has been submitted, you will receive an notification with a link to the ticket.

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Modifying a ticket/responding to helpdesk inquiries/ Checking the status of a ticket To modify a ticket or if you wish to check the status of a ticket, login to Service Central. Upon login, all your tickets will be visible within the My Requests section on the Service Central home page. Simply access the relevant case to see the entire ticket history. If you wish update your ticket by adding information or comments, click on the Edit button in the bottom of the page, insert your comments in the Addtl Information/Comments field and submit.

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Following up on / responding to a ticket When you receive an notification from the helpdesk, asking to provide further insight, click on the ticket link in the notification to open the respective ticket in Service Central. Click on Edit, then use the Add Information/Comments box for your response and click submit. 2 1

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Self-help knowledge base Help yourself - check out Service Central’s Knowledge Base For immediate self-help, you can – instead of placing a query – check out the Knowledge Base in Service Central. How do I register for Asset Hub access? What if I already have an HP Passport account? What is the role of an HP sponsor? How long does it take to get access to Asset Hub once I registered? What default user rights and permissions are assigned to a user upon registration? Will user access expire?

Search functionality

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Initiate search Log on to Service Central (Internal or External) Click on the Search text box located on top of the page Type your search criteria (ex: invoice status, order management etc.) in the text box Hit Enter or click on the lens icon (located in the right corner of the text box) Relevant search results will open in a new window (based on the availability)

Query Options for each Application

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Asset Hub Query Options Query options for Asset Hub – choose the one that best suits your needs 3 nd level catalog4 rd level catalog Access Access Upgrade Login Issue Password Error HP Passport Issue Technical Issue Enhancement Request Function not Working System is down System is slow Upload or Download Issues Content Management Publishing Issues Publishing Requests Upload or Download Requests Other Content Requests General Request Comms Request Feedback Non AH Queries Profile Info Request Report Request Request for Information Training Request Other

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Aprimo Query Options Choose the option that best suits your needs 3 nd level catalog4 rd level catalog Access Add or Modify Access Access or Permission Issue Administration Support System Unavailable or Performance Issue Enhancement Request Error Message New or Update Business Rule Mass Data Load Missing Data New or Update LOV New or Modify Aprimo Report Other

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Co-Marketing Zone Query Options Choose the option that best suits your needs 3 nd level catalog4 rd level catalog Access Login Issue New Access Request Partner Portal Issue Password Error Profile Changes Content Support Search Issue Upload Request Category Tree Changes Template Related General Request Communications Request Feedback Non CMZ Queries Profile Info Request Report Request Request for Information Training Request Other Technical Issue Enhancement Request Function Not Working System Is Down System Is Slow Upload or Download Issues

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Product Syndication Query Options Choose the option that best suits your needs 3 nd level catalog4 rd level catalog Content Request Incorrect Content Branding Issue Technical Request System is Slow System is Down Function not Working Enhancement Request Registration Request New Registration Request Existing Registration Query New CAP Subscription Request Existing CAP Subscription Query General Request Training Request Comms Request Report Request Request for Information Other

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. QuickSpecs Query Options Choose the option that best suits your needs 2 nd level catalog3 rd level catalog QuickSpects Online Functionality Issue Synchronization, Update or Refresh Issue System is Slow Missing Content Content Issue System is Down QS Enhancement Request Product Bulletin Installation New Release Functionality Issue Missing Content Content Issue Update Price List Synchronization, Update or Refresh Issue PB Enhancement Request Other Request for Info Training request Other

Technical Issues & FAQs

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Technical Issues & FAQs Browser: Service Central works best with IE 10 and above, Google Chrome and Firefox. Service Central Error message: A Service Central error message is observed because of the following reasons:  Submitting a ticket using the Service Central application that is in inactive mode for more than 10 min  Trying to perform too many actions at the same time Solution :  Close the application  Perform basic trouble shooting steps like clearing the cache and temporary internet files  Access Service Central from a new browser & submit your request  If an error message shows up again, click on the Click here to send an link in order to escalate the issue; select the Business function and team. In the comments section describe the steps that you were performing while you encountered the error message. Based on the comments, the Service Central team will suggest troubleshooting steps and if needed they will notify IT.

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Thank you