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?
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