1. 2015 User Conference OP Support Options, Let me Count the ways... April 25, 2015 Presented by: Gregg Moist Director of Customer Support and IT Operations General Session

2. 2015 Office Practicum User Conference Putting a Face to the Name or Voice Helping customers succeed with OP!

3. 2015 Office Practicum User Conference Help us help you… Closed Case Surveys: We want your feedback on your experience Changes as a result of the feedback: ▪ West Coast Support ▪ Provider Access Line ▪ Chat and Communities ▪ Tierless Customer Support ▪ Customer Support Center

4. 2015 Office Practicum User Conference Where do I go for What? Have an issue or questions and you don’t know where to start? You could… ▪ Click F1 to get to the OP Help site. ▪ Log onto the OP Customer Portal to open a ticket. ▪ Go to the OP Website, then click Support to get access to Communities and Chat. ▪ Send an email. ▪ Pick up my phone and call. But what is the best channel?

5. 2015 Office Practicum User Conference Streamlining your options Log in to access; ▪Knowledge Base ▪Community Posts ▪Chat ▪Email ▪Status of previous interactions / cases

6. 2015 Office Practicum User Conference Viewing my cases ‘My Cases’ will take you to all of your cases

7. 2015 Office Practicum User Conference Test Drive Chat When to Chat… ▪ Non-emergency issues ▪ Can not sit on hold ▪ Can be interrupted

8. 2015 Office Practicum User Conference Test Drive Email When to email… ▪ Non-emergency like OP is down and inaccessible ▪ Not time sensitive ▪ How To’s ▪ Request for service that can be planned

9. 2015 Office Practicum User Conference Test Drive OP Community When to use the OP Community… ▪Does not have to be about OP ▪Anyone else have this problem? ▪How can I do this? ▪How do you do it? ▪I have a great idea!

10. 2015 Office Practicum User Conference Test Drive: Knowledge Base When to use the Knowledge Base ●How To’s ●Known Issues ●Where to Find ●Technical Specifications ●What is OP’s Best Practice

11. 2015 Office Practicum User Conference Let’s Try It!

12. 2015 Office Practicum User Conference Questions ?

13. 2015 Office Practicum User Conference