Customer Support Center Overview

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Customer Support Center Overview

June 2006

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Agenda

What is the Customer Support Center

Customer Support Center Terminology

Demonstration of the Customer Support Center Functionality

What’s Next

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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.

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Customer Support Center Terminology

Term Description

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.

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Introducing…

The SunGard Higher Education Customer Support Center

https://connect.sungardsct.com/customer_support

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Access directly or via home page:

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Access via the www.sungardhe.com Home Page:

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The Customer Support Center Login Window: https://connect.sungardsct.com/customer_support

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Logging In – Request an Account

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Request a Customer Support Center Account

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The Customer Support Center

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Finding Information – Search and Advanced Search

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Finding Information – Search and Advanced Search

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Finding Information – Search and Advanced Search - Results

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Finding Information – Search and Advanced Search: Limiting the Search Area

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Finding Information – Search and Advanced Search: Search Results

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Finding Information – Search and Advanced Search: Limiting through Advanced Search

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Finding Information – Search and Advanced Search: Limiting through Advanced Search

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Finding Information – Frequently Asked Questions Announcements and Solutions/FAQs

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Announcement and Solution/FAQ Detail

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Featured Solutions

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Featured Solution Detail

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Featured Solutions – Solution/FAQ Detail

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Finding Information – Solutions/FAQs

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Solutions – Query Options

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Solutions – Query Results

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Solution/FAQ Detail

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Finding Information – Using the Self Service Options: Search the Knowledge Base

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Search the Knowledge Base

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Finding Information – Using the Self Service Options: Documentation and Download Center

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Documentation and Download Center: Documentation Tab

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Documentation and Download Center: Documentation Quick Access

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Documentation and Download Center: Documentation Download

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Documentation Download: By Product

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Documentation Download: By Product, continued

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Documentation Download: By Product, continued

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Documentation Download – By Product, continued.

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Documentation Download: By Filename

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Documentation Download – By Filename, continued

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Documentation Download: Postings Updated in the Last X Days

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Documentation Downloads: Postings Updated in the Last X Days, continued

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Software Downloads Tab

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Software Download Preferences

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Software Downloads: By Product (Banner)

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Software Downloads: By Product (Banner), continued

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Software Downloads: Multiple Products

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Software Downloads: By Product, continued

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Software Downloads: By Product (Matrix)

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Software Downloads: By Product (Matrix), continued

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Software Downloads: By Product (PowerCAMPUS)

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Software Downloads: By Product (PowerCAMPUS), continued

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Software Downloads: By Product (PowerCAMPUS), continued

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Software Downloads: Posted In Last X Days

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Software Downloads: Find Patch Release by Filename and Hyperlinks

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Software Downloads: Your Download History Hyperlink

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Software Downloads: Electronic Distribution Process Hyperlink

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Software Downloads: Required Tools Hyperlink

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Software Downloads – Banner Tools

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Software Downloads: New Install Hyperlink

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Software Downloads: Full Banner Release and Download Banner Documentation Bookshelf

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Software Downloads: Download Plus and IDMS Patches and Releases

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Software Downloads: Plus Download Preferences

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Software Downloads: Download Plus and IDMS Patches and Releases Hyperlinks

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Software Downloads: Download Plus Patches and Releases - Your Download History Hyperlink

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Software Downloads: Download Plus Patches and Releases - Plus Download Application FAQs Hyperlink

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My Account – Service Requests

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Submit a Service Request

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Submit a Service Request – Pick List

Next Set of Records

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Submit a Service Request – Pick List “Starting with” Feature

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Submitting a Service Request - Continued

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Creating a Service Request - Continued

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My Service Requests

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View and Update Service Requests

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Create an Attachment

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Creating an Attachment – Specify a File

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Creating an Attachment - Continued

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Creating an Attachment – Continued

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Adding an Update to a Service Request

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Adding an Update to a Service Request - Continued

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Adding an Update to a Service Request – Saved Entry.

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Other Information Accessible from Service Request – Associated Solutions/FAQs

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FAQ Detail

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Other Information Accessible from Service Request – Associated Defects

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Defect Detail

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Other Information Accessible from Service Request – Associated RPEs

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RPE Detail

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Customer Support Center is the Primary Method of Service Request Communication

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My Account – Submitting and Updating RPEs

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Submit a Request for Product Enhancement (RPE)

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My RPEs

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RPE Detail

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My Account - Defects

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All Defects – Query using Calendar Assistant

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All Defects – Query Results and Sort Order


All Defects – Ordered by Product in Ascending Order


My Institution’s Products, Contacts and Entitlements


Finding Information – Using My Institution’s Products – Choose a Product


Query for Desired Product Line and Product


Query Result


Finding Information – Using My Institution’s Products – Query Downloads, Doc & FAQs


Finding Information – Using My Institution’s Products - Query Downloads, Doc & FAQs


Finding Information – Using My Institution’s Products - Query Downloads, Doc & FAQs


User Preferences under My Account


My Account Tab


User Profile


User Profile – Setting Your Time Zone


What’s Next?

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Thank you for joining us today!

Documents

Customer Support Center Overview