Www.sungardhe.com Customer Support Center Overview June 2006.

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Presentation transcript:

Customer Support Center Overview June 2006

2www.sungardhe.com Agenda  What is the Customer Support Center  Customer Support Center Terminology  Demonstration of the Customer Support Center Functionality  What’s Next

3www.sungardhe.com What is the Customer Support Center? The Customer Support Center is your one- stop resource for access to information and support for all Product Lines and Products you have licensed from SunGard Higher Education.

4www.sungardhe.com Customer Support Center Terminology TermDescription Service Requests Client initiated requests for service. Updates Tasks and interactions during the course of servicing and conducting business with customers. Contacts The people at client sites with whom SunGard Higher Education does business. Entitlements Contracted maintenance levels such as Bronze, Silver or Platinum. Solutions Answers to frequently asked questions (FAQs). RPEs Customer Requests for Product Enhancement.

5www.sungardhe.com Introducing… The SunGard Higher Education Customer Support Center

6www.sungardhe.com Access directly or via home page:

7www.sungardhe.com Access via the Home Page:

8 The Customer Support Center Login Window:

9www.sungardhe.com Logging In – Request an Account

10www.sungardhe.com Request a Customer Support Center Account

11www.sungardhe.com The Customer Support Center

12www.sungardhe.com Finding Information – Search and Advanced Search

13www.sungardhe.com Finding Information – Search and Advanced Search

14www.sungardhe.com Finding Information – Search and Advanced Search - Results

15www.sungardhe.com Finding Information – Search and Advanced Search: Limiting the Search Area

16www.sungardhe.com Finding Information – Search and Advanced Search: Search Results

17www.sungardhe.com Finding Information – Search and Advanced Search: Search Results

18www.sungardhe.com Finding Information – Search and Advanced Search: Search Results

19www.sungardhe.com Finding Information – Search and Advanced Search: Limiting through Advanced Search

20www.sungardhe.com Finding Information – Search and Advanced Search: Limiting through Advanced Search

21www.sungardhe.com Finding Information – Frequently Asked Questions Announcements and Solutions/FAQs

22www.sungardhe.com Announcement and Solution/FAQ Detail

23www.sungardhe.com Featured Solutions

24www.sungardhe.com Featured Solution Detail

25www.sungardhe.com Featured Solutions – Solution/FAQ Detail

26www.sungardhe.com Finding Information – Solutions/FAQs

27www.sungardhe.com Solutions – Query Options

28www.sungardhe.com Solutions – Query Results

29www.sungardhe.com Solution/FAQ Detail

30www.sungardhe.com Finding Information – Using the Self Service Options: Search the Knowledge Base

31www.sungardhe.com Search the Knowledge Base

32www.sungardhe.com Finding Information – Using the Self Service Options: Documentation and Download Center

33www.sungardhe.com Documentation and Download Center: Documentation Tab

34www.sungardhe.com Documentation and Download Center: Documentation Quick Access

35www.sungardhe.com Documentation and Download Center: Documentation Download

36www.sungardhe.com Documentation Download: By Product

37www.sungardhe.com Documentation Download: By Product, continued

38www.sungardhe.com Documentation Download: By Product, continued

39www.sungardhe.com Documentation Download – By Product, continued.

40www.sungardhe.com Documentation Download: By Filename

41www.sungardhe.com Documentation Download – By Filename, continued

42www.sungardhe.com Documentation Download: Postings Updated in the Last X Days

43www.sungardhe.com Documentation Downloads: Postings Updated in the Last X Days, continued

44www.sungardhe.com Software Downloads Tab

45www.sungardhe.com Software Download Preferences

46www.sungardhe.com Software Downloads: By Product (Banner)

47www.sungardhe.com Software Downloads: By Product (Banner), continued

48www.sungardhe.com Software Downloads: By Product (Banner), continued

49www.sungardhe.com Software Downloads: By Product (Banner), continued

50www.sungardhe.com Software Downloads: Multiple Products

51www.sungardhe.com Software Downloads: Multiple Products

52www.sungardhe.com Software Downloads: Multiple Products

53www.sungardhe.com Software Downloads: By Product, continued

54www.sungardhe.com Software Downloads: By Product (Matrix)

55www.sungardhe.com Software Downloads: By Product (Matrix), continued

56www.sungardhe.com Software Downloads: By Product (PowerCAMPUS)

57www.sungardhe.com Software Downloads: By Product (PowerCAMPUS), continued

58www.sungardhe.com Software Downloads: By Product (PowerCAMPUS), continued

59www.sungardhe.com Software Downloads: Posted In Last X Days

60www.sungardhe.com Software Downloads: Find Patch Release by Filename and Hyperlinks

61www.sungardhe.com Software Downloads: Your Download History Hyperlink

62www.sungardhe.com Software Downloads: Electronic Distribution Process Hyperlink

63www.sungardhe.com Software Downloads: Required Tools Hyperlink

64www.sungardhe.com Software Downloads – Banner Tools

65www.sungardhe.com Software Downloads: New Install Hyperlink

66www.sungardhe.com Software Downloads: Full Banner Release and Download Banner Documentation Bookshelf

67www.sungardhe.com Software Downloads: Download Plus and IDMS Patches and Releases

68www.sungardhe.com Software Downloads: Plus Download Preferences

69www.sungardhe.com Software Downloads: Download Plus and IDMS Patches and Releases Hyperlinks

70www.sungardhe.com Software Downloads: Download Plus Patches and Releases - Your Download History Hyperlink

71www.sungardhe.com Software Downloads: Download Plus Patches and Releases - Plus Download Application FAQs Hyperlink

72www.sungardhe.com My Account – Service Requests

73www.sungardhe.com Submit a Service Request

74www.sungardhe.com Submit a Service Request – Pick List Next Set of Records

75www.sungardhe.com Submit a Service Request – Pick List “Starting with” Feature

76www.sungardhe.com Submitting a Service Request - Continued

77www.sungardhe.com Creating a Service Request - Continued

78www.sungardhe.com My Service Requests

79www.sungardhe.com View and Update Service Requests

80www.sungardhe.com Create an Attachment

81www.sungardhe.com Creating an Attachment – Specify a File

82www.sungardhe.com Creating an Attachment - Continued

83www.sungardhe.com Creating an Attachment – Continued

84www.sungardhe.com Adding an Update to a Service Request

85www.sungardhe.com Adding an Update to a Service Request - Continued

86www.sungardhe.com Adding an Update to a Service Request – Saved Entry.

87www.sungardhe.com Other Information Accessible from Service Request – Associated Solutions/FAQs

88www.sungardhe.com FAQ Detail

89www.sungardhe.com Other Information Accessible from Service Request – Associated Defects

90www.sungardhe.com Defect Detail

91www.sungardhe.com Other Information Accessible from Service Request – Associated RPEs

92www.sungardhe.com RPE Detail

93www.sungardhe.com Customer Support Center is the Primary Method of Service Request Communication

94www.sungardhe.com My Account – Submitting and Updating RPEs

95www.sungardhe.com Submit a Request for Product Enhancement (RPE)

96www.sungardhe.com My RPEs

97www.sungardhe.com RPE Detail

98www.sungardhe.com My Account - Defects

99www.sungardhe.com All Defects – Query using Calendar Assistant

100www.sungardhe.com All Defects – Query using Calendar Assistant

101www.sungardhe.com All Defects – Query using Calendar Assistant

102www.sungardhe.com All Defects – Query Results and Sort Order

103www.sungardhe.com All Defects – Ordered by Product in Ascending Order

104www.sungardhe.com My Institution’s Products, Contacts and Entitlements

105www.sungardhe.com Finding Information – Using My Institution’s Products – Choose a Product

106www.sungardhe.com Query for Desired Product Line and Product

107www.sungardhe.com Query Result

108www.sungardhe.com Finding Information – Using My Institution’s Products – Query Downloads, Doc & FAQs

109www.sungardhe.com Finding Information – Using My Institution’s Products - Query Downloads, Doc & FAQs

110www.sungardhe.com Finding Information – Using My Institution’s Products - Query Downloads, Doc & FAQs

111www.sungardhe.com User Preferences under My Account

112www.sungardhe.com My Account Tab

113www.sungardhe.com User Profile

114www.sungardhe.com User Profile – Setting Your Time Zone

115www.sungardhe.com What’s Next?

Thank you for joining us today!