1. Unit4 Customer Portal
Submitting & Managing Cases

2. Agenda Our services for you
Obtaining product support- choose proper Case type
Track case status
Manage your case

3. Unit4 Customer Portal You have a product question and need help?
I have a product question and I get the answer…
Self Service
…searching in our cloud based knowledge base
…or contacting Unit4 agent
via phone, , or by logging a Case in Customers.unit4.com /portal
Level 1
User Interfaces
…or on different expert levels e.g. Consulting, R&D
Level 3
Internal Expert Groups
Example: Basic Troubleshooting
Example: Question on payroll = Domain Specialist
Example: Defect = application or consulting required
…agent will escalate with module expert or technician
Level 2

4. Unit4 Customer Portal Home Console for customer
1. Home Button
Returns to the Home Console
Incident
Open an Incident when the product is not working as expected
3. Service Request
Open a Service Request if you need extraodrinary assistance with product
Knowledge Base
Help yourself by using the Knowledge Base
Track Cases
View the status of case, add comments, etc.
6. Account
Information about contact details, qualification, etc.
7. Contacts
Your contacts 1 2 3 4 5 6 7 6 7 8 10 9 11 12
Incident (2.)
Open a case to get support of the Unit4 service team
Service Request (3.)
Open a Service Request if you need extraodrinary assistance with product
8. Track case status (5.)
View the status of case, add comments, etc.
9. Portals
Shows you additional Unit4 portals
10. Knowledge base (4.)
Help yourself by using the Knowledge Base
11. Latest news
General and Product News
12. Documentation and Learning Center
General and Product Learning Center

5. Unit4 Customer Portal Choose proper Case type
Service Requests can be raised when extraordinary assistance is needed (e.g. Consultancy, Customer
Portal Request, Cloud Environment change).
Bear in mind, that depending on your Tiered Support
plan, Service Request might be a subject of additional
Charge.
Incidents can be reported when the Unit4 product is not working as expected. To open an Incident, you are expected to provide a meaningful
Subject, Description, as well as select corresponding Functional Area
and Sub-module. It is essential to properly describe Case priority.
Please note that Cases registered under wrong Case type will be closed
and Customer will be requested to create a new Case.

6. Unit4 Customer Portal Incident
Click on “Incident” to search for an article, or if no solution found on “Log a case” to get the answer for your issue.

7. Unit4 Customer Portal Start an Incident and search for knowledge7 1 2
Fill in…
Product (only entitled products will be shown in the list)
Subject
Problem Description – be complete
Functional Area
Sub-Module
Program/Screen 3 4 5 6 8
Search for knowledge under “Helpful items“ (helpful articles will be proposed based on your problem description)
If you don’t find what you are looking for, complete the Incident form to open a case.

8. Unit4 Customer Portal Search for knowledge – Helpful items7
Search for knowledge under Helpful Items
Keep your search general to increase the number of likely hits!
If a proposed solution is clicked, a window opens with details (summary, module & article) on the proposed solution.
If the solution, helps click:

9. Unit4 Customer Portal Log an Incident
Complete the Incident form when not finding an answer under “Helpful items” (Knowledge Base)…
Product selection from which you will only see what you are licensed.
Functional Areas will be displayed based on the selected product.
Sub-Modules will be displayed based on the Functional Area.
Complete the Incident form and fill further in…
Environment where the issue is experienced …by clicking on “Manage Environment” users may add new environments or to modify existing ones 9 10
Priority

10. Unit4 Customer Portal Log an Incident
Click here to open a case – After not finding the answer under “Helpful items” and filling in all information needed. 11

11. Unit4 Customer Portal Service Request
Click on “Service Request” to request extraordinary product assistance

12. Unit4 Customer Portal Log a Service Request
1. Product selection from which you will only see what you are licensed (Note: product will be prefilled if you have only one product). 1
2. Request is one of the services that is
covered by your support plan.
Note that Service Request may be
a subject of extra charge. 2 3 4
3. Sub-request are displayed based on
Request selection. 5
Fill in:
4. Subject
5. Description
6. To open a Service Request press
a button “Create Service Request” 6

13. Unit4 Customer Portal Professional Services Routing
To ensure the best possible support, cases can be directed or moved to different service teams. 1
Cases that are sent to Professional Services:
Open the Service Request
Select a Product
Select “Consultancy on demand” for your Request
Choose corresponding Sub-Request
Provide us with Subject and Description details that help us to deliver the request.
Click on “Create Service Request” button.
The case will directly go to Professional Services. 2 3 4 5 6
Follow Up with your Account Manager for the status of items referred to Professional Services.

14. Unit4 Customer Portal Cloud Services Routing
To ensure the best possible support, cases can be directed or moved to different service teams. 1
If a customer has a cloud-related issue they should:
Indicate the technical nature of the request (e.g. new password or database refresh)
The analyst will:
Confirm the issue
Add Cloud Services to the case team and the case will directly go to the right service team 2 3

15. Unit4 Customer Portal Track case status
Click on “Track case status” to view the status of your request.

16. Unit4 Customer Portal List of cases
The search function
helps when searching for a specific case.
Click on the case number to
view case details.
The list can be filtered by status,
priority, product, case type and
on view as well as by one of
the columns in the list.
Here you see
the status of your cases.

17. Unit4 Customer Portal Manage your case
Starting with details on Customer and Problem Definition, you can
see several details of your case.
Click “Edit” to add additional information to the case. Information will show up under Customer Case Ref.
The main contact of a case will receive all case related comments, s, etc.
Short description of the problem that’s treated by the case.

18. Unit4 Customer Portal Manage your case
What about Case Information and Case Team?
The External Status gives you information on the development of your case.
Click here to add new case team members or to change the main contact of your case. Only the main contact can assign that role to another person
Edit the case team members and their roles by clicking ”Edit“ and selecting the specific member roles…
…BUT there must already be two customer contacts established and then the main contact can assign the other one to be the main contact.

19. Unit4 Customer Portal Adding others to your case
Case Team Member Roles
Case team members can add comments and send s on a case to the analyst.
Explanation of the Case Team Member Roles:
Main Contact: Customer contact who owns the case.
Customer Contact: Customer who is an addition to the Main Contact.
Customer SME: Subject matter expert on the case.
Customer IT Expert: Customer IT expert.

20. Unit4 Customer Portal Updating your case
You have several options to send information on a case:
In the problem description when creating a new case
By using the case comments function
By attaching a file to the case
By sending an to the analyst
To ensure quick support, s can be sent to the responsible analyst of the case.
To send a document to the analyst please make sure to use the “attach a document” function. h
Click on “Add Comment” to provide additional information on the case or to
post a question.
Comments are alerts to the analyst and shown in the case details.

21. Unit4 Customer Portal Adding Attachments
You have several options to send information on a case:
In the problem description when creating a new case
By using the case comments function
By attaching a file to the case
By sending an to the analyst
Click on “Attach File” to add additional material (maximal 5MB).
Attachments from s are also posted in this section of the case.
In case the analyst may need more information from the main contact of the case, he will send an request, that also changes the status of the case to “Awaiting Feedback”.

22. Unit4 Customer Portal Sending or Responding to Email
After the analyst has evaluated the case and perhaps has some questions or ideas, you will receive an from the analyst.
You can also use any time to converse with an analyst on your case, or to provide additional documentation.
Please note: Never change the subject of the corresponding to the case as the subject is used to record the in the case file.
Click on “add comment” to provide additional information on the case or to post a question.

23. Unit4 Customer Portal Receiving and Tracking Emails
corresponding from the analyst (Example)
The Status will show you if you “Sent” an to the agent or if the agent “Replied” to you. An example from the analyst could be:
Dear Customer, 
We are investigating your issue logged under Case # , Subject: ”We can’t start up Agresso” - Not completing as scheduled and in order to proceed we require further information. Please provide the following so we can continue troubleshooting your issue:
Hello Scott, Thanks for the request. Please send attached item. Ware 
Please click the link below to see Case details.
Regards, 
UNIT4 Customer Support
Click on “add comment” to provide additional information on the case or to post a question.

24. Unit4 Customer Portal Receiving Automated Reminders
Customers will receive automatic s in the following situations:
To confirm receipt of changes you have made to the case
When an analyst has reviewed and begun processing a case
When an analyst posts a comment for your attention
As a follow up to an analyst’s request for more information to which you haven’t responded
As a follow up to an analyst’s request to confirm a solution to which you haven’t responded
To request your response to a survey, if not previously completed.
Note:
Reminders are only sent for
Case registered under Incidents.

25. Unit4 Customer Portal Requesting Follow-up and Escalation
The red arrow shows that the case has been escalated.
To escalate the case click on “Request Consultant´s follow up”.
In case you don´t receive any feedback from the consultant, you have the possibility to further escalate the case to a support manager.
Insert your request and click ´“Ok“.
The escalation request will generate an to the analyst or manager with your escalation reason.
Others in your organization will see that the case has been escalated, but not your escalation comment.

26. Unit4 Customer Portal Validating solution
If the solution works, please “Close Case”, otherwise it will be automatically closed after 2 weeks.
If Unit4 proposed solution doesn’t work, please press the button “Reject Solution” to reject it. You will then receive a Pop-up window that allows you to explain the rejection.
Support Consultant provides a customer a solution with a status update reflecting the “Solution Provided” .
Note that you will be asked to validate solution for
Incidents only.

27. Unit4 Customer Portal Closing a Case
If you have received a solution for your request or it is no longer an issue, close the case by clicking “Close Case”.
Please provide feedback on the quality of service after the case is closed.

28. If you have any questions, please contact: admin.support@unit4.com