How to use the Salesforce Support Portal

Why should you use the Support Portal? There are a few reasons the Support Portal should be used. They are listed below: In order to search for articles within CallTower’s Solutions Center (https://www.uc.solutions). Create a case for any issue, AMC (Add, Move, Change), or request for information. Check the status of CallTower Services. Review the CallTower Client Support Plan. Review the CallTower Support Escalation Path. Script: Why should you use the Support Portal? Here are the reasons you should use the Support Portal. (Read the bullets).

Enabling of the Salesforce Portal You will then set up your password To get access to the Support portal you need to contact CallTower Support at 800-347-5444 Option 1 or email support@calltower.com Once Enabled you will receive an email associated to your Salesforce Account In the email you will click the link provided In order to get your CallTower Support Portal Enabled you will first need to contact CallTower Support at 800-347-5444 or email support@calltower.com. Once you have opened a ticket with CallTower a CallTower Representative will take the ticket and enable your Support Portal in SalesForce. Once this is completed you will receive an email with a link. Click the link within the email which will direct you to set your password. Once the Password is set you will then be logged in.

Support Portal Tabs Solution Center Cases CallTower Status Client Support Plan Escalation Path When you are in the CallTower Support Portal there will be 5 different tabs. Those are as follows: (Read the bullets)

Solution Center Within the Solution Center you have the ability to search for articles that pertain to your issues and requests. The first tab is the Solution Center. Within this tab you will have the ability to search resources within the CallTower Solutions Center. You can search articles from how to fix issues, to how to add services.

Cases In the cases tab there is a drop down to sort your cases. You can sort by the below Categories: All Closed All Open Implementation Cases My Cases My Open Cases Recently Viewed Cases The Cases Tab. Within this tab you have the ability to view all cases in certain categories. Those categories are: (Read Bullets).

You can also create new cases by clicking “New Case” Cases Cont. You can also create new cases by clicking “New Case” Once “New Case” has been selected certain categories will then need to be selected and/or filled in. Listed below: Type Product Subject Description In Cases you will also have the ability to create cases. When you select “New Case” it will open a new window with fields that will need to be completed. Those fields are the following: (Read bullets).

Cases Cont. Type Problem – When there is an issue with a CallTower Product/Service. Ie. Number is not working. Request for Information – When there is a request for information regarding the customers CallTower account/services. AMC (Add, Move, Change) – When there is an Add, Move, or Change of any CallTower services. The first field is Type. This will give you the ability to select which type the case is being opened for. The types are Problem, Request for Information, and AMC (Add, Move, Change). (Read the definitions of each Type – Bullets).

Cases Cont. Product Select the product in which your problem, Request, or AMC (Add, Move, Change) relates to. Cisco Conferencing Connect Contact Center Fax Microsoft/S4B Networking Support Portal The next Field is Product. Within this dropdown there are eight options. This will be the product of the problem, request, or Add, Move, Change you are submitting. The products are (Read Bullets).

Enter the subject of the problem, request, or AMC (Add, Move, Change). Cases Cont. Subject Enter the subject of the problem, request, or AMC (Add, Move, Change). This would basically be a short summary of the problem, request, or AMC (Add, Move, Change) at hand. The next field is the Subject field. This is where you will enter the subject of the problem, request, or Add, Move, Change. It would be a short summary like you would put as the subject of an email.

Cases Cont. Description Enter a detailed description of what the problem, request, AMC (Add, Move, Change) is. Need to include information like the following: (If the problem, request, or AMC relates) MAC address of the phone having problems Full 10 digit number Full Name of the User The next field is Description. This is where you will enter a detailed description of the problem, request, Add, Move, or Change. You will want to be as detailed as possible and include information like the MAC address of the phone having problems. The full ten digit number having problems. The full name of the user, etc.

Cases Cont. Status and Priority The Status and Priority will automatically be set. Status = New Priority = Priority 4 The next two fields are not fields that you are required to fill out or select. The Status and Priority fields will automatically be set. Status will be set to New and Priority to Priority 4.

Cases Cont. Submit the Case Submit-This will submit the case to CallTower. Save & Close–Saves and closes the case to be completed later. Submit & Add Attachment-This will allow you to add an attachment, and then it will submit to CallTower. Save & New–Saves the current case and opens a new one to be created. Cancel–Cancels the current case being created. Once all the fields are completed you then will have the ability to Submit or Save. The options given are Submit, Save & Close, Submit & Add Attachment, Save & New, and Cancel. When submit is selected it will submit the case to CallTower Support. Save & Close will save the case and close it leaving it for you to complete later. Submit & Add Attachment will allow you to add an attachment before submitting; once the attachment is added then you can submit. Save & New will save the current case and open a new one to be created. Cancel will cancel the current case that is being created.

CallTower Status Within this tab you can see the status of CallTower’s services. You can also subscribe for updates. You can subscribe for Email Notifications You can subscribe to receive SMS notifications This is also where you subscribe for Maintenance notification. Subscribe for updates Images: The next Tab is the CallTower Status Tab. Within this tab you will have the ability to see the status of CallTower services. You can also subscribe for updates on the CallTower Services you wish to select. You can subscribe for Email and Text updates by clicking “Subscribe to updates” which brings up a pop up to subscribe to Email or Text. For email you will enter your email address and hit “Subscribe via email” and for text you will enter you mobile number and hit “Subscribe via sms”.

Client Support Plan Tab To Load the Client Support Plan Click the shield ICON at the top. Click “Load unsafe scripts: Page will then load. This tab talks about our Client Support plan. This includes CallTower SLA’s and Customer Communication. The next tab is the Client Support Plan Tab. Within this tab it will talk about CallTower’s Client Support Plan which includes CallTower SLA’s and our agreement with customer communication on Cases. In order to load the Client Support plan you will need to select the shield at the top of the website and then click “Load unsafe Scripts”. Once that is done the page will then load. See the screenshot as a reference.

Escalation Path Tab To Load the Client Support Plan This goes over the CallTower Support Escalation Path Describes the Level’s of escalation Provides the Contacts name and contact information To Load the Client Support Plan Click the shield ICON at the top. Click “Load unsafe scripts: Page will then load. The last Tab is the Escalation Path Tab. This tab will provide the CallTower Support escalation path and information needed in order to escalate a case with Support. In order to load the Escalation path you will need to select the shield at the top of the website and then click “Load unsafe Scripts”. Once that is done the page will then load. See the screenshot as a reference.