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Michelin

RN Web Portal Manual

User Guide

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V2 – Feb´15

Table of Contents

• Introduction 03

• Initial Screen 04

• Sign up/New User 05

• Password / User request 06

• Ask a Question 09

• Your Account 12

• Query Status 15

Introduction

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The Michelin Portal is a web based tool that allows its users to register

service desk queries related to non quality and AR urgent queries.

Once query submitted in Web Portal the incident is assigned

automatically to the responsible Service Desk Agent in RightNow.

Web Portal users can access 24x7 to the tool and check the status of the

ticket (do not have to wait until service desk is open)

The tool is available for all the Michelin Zones (EUR, ADS, NCA, ANA,

JPK, AIM)

Global scope implementation for all Michelin zones and global standard

reporting.

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Initial Screen

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To access the web portal type:

1) User ID: your e mail address

2) Password

3) Press “Log In” button

Register as new

user

Click on “Sign Up”

https://michelin.custhelp.com/app/utils/login_form

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Signing Up – New User

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Once the requested information is filled you will be automatically logged to the

Web Portal

If you are new user, sign up and create your account

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Password / User Reset

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As registered user, if you do not remember your password, please click on “Forgot

your username or password?”

Please type your User ID (your email address) in the below field and click on

“Reset my password”:

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Password / User Reset (II)

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This message informs you that you will receive an email with new instructions:

You should receive an email:

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Password / User Reset (III)

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Click on the provided link and give a password

(according to your preference)

The following message confirms you that password has been changed, you are

now logged in the web portal.

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Ask a question (I)

9

Michelin employees submit a non-

quality requests or AR urgent queries

through Web Portal by ‘Ask a

Question’

Related to, Category, Subject and Comments field are

mandatory

Select Zone and Legal Entity

RLO# is customer query reference number of SPOC (only for

AR urgent queries)

By clicking on ‘Continue’ the request will be sent to the service

desk

Put E mail address of people you want to receive a copy

Number of document affected by same error (only for non-quality

queries)

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Ask a question (II) – AR Urgent query

For AR urgent queries (SPOC queries) Michelin employees need to choose ‘AR’

in ‘Related to/Concernant’ field, the other categories are linked to Non-quality

queries

In ‘Category’ field request need

to be specified

After query submitted the requestor receives the incident number.

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Ask a question (III) – Non quality query

For non-quality query need to choose the non-quality tower in ‘Related

to/Concernant’ field !the category ‘AR’ is linked to SPOC queries!

After query submitted the requestor receives the incident number.

In ‘Category’ field, error

needs

to be specified

If same mistake affects more documents, submit only one non-quality

and indicate the number of documents affected in the appropriate field.

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Your account (I)

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In “Your Account” tab you can keep track of the queries you have created; you will have visibility

on the query status and the reference number.

By clicking on the subject you will be able to see the contents of the query.

Click to ‘See all questions’ to get an expanded view of your queries.

After ticket submitted, the submitter can follow the status and review the history of his/her all non-qualities

in Web portal,

the system also allows to add extra information, attachment to the query.

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Your account (II)

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When you click on any of the queries in your account you will be able to open them and see the history of the query.

You may also send and update or close the pending query of you think the issue has been solved

Add additional information here

You can close the query here if you think its solved

History and details of your query

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Your account (III)

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Select the

“Advanced search”

option.

Search using a Key Word

Select the type of query (non quality

or AR)

You can select a specific non quality or AR

query category

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Query Status

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Your CRM query can be in different

statuses during its resolution cycle.

Each status represents a stage in the

query management and will give

information on what is happening with

your request.

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