USER GUIDE 2014 AGILE NETWORK, LLC ALL RIGHTS RESERVED

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2 Customer Portal TABLE OF CONTENTS Customer Support Process 3 Logging-in to Your Account... 4 Navigating the Portal. 5 Maintaining Your Account Information Creating a New Support Case Adding Case Notes & Attachments Getting Status Updates & Notes AGILE NETWORK, LLC ALL RIGHTS RESERVED 2

5 Maintaining Your Account Information.... 9 Creating a New Support Case.

3 Customer Portal SUPPORT CALL PROCESS Agile Network will handle customer issues and change requests in our CRM. We call these Cases. Here is the process that is followed: A B C D E A Case, either by phone, , and now portal, is open in our CRM Agile Network Support team receives that there is a new case The case is assigned to the next available support person The case is worked upon The case is closed 2014 AGILE NETWORK, LLC ALL RIGHTS RESERVED 3

Here is the process that is followed: A B C D E A Case, either by phone, email, and now portal, is open in our CRM

4 Customer Portal LOGGING-IN TO YOUR ACCOUNT 1 Go to agile-network.com/support. Once done, the log-in screen will appear as shown above. 2 Enter your username and password, then click the Log-In button. If you need to create, modify or cancel a username and password, please contact your Agile support representative. After successfully logging in, the Portal Dashboard will appear AGILE NETWORK, LLC ALL RIGHTS RESERVED 4

2 Enter your username and password, then click the Log-In button.

5 Customer Portal NAVIGATING THE PORTAL SUPPORT CASES KNOWLEDGE BASE RESOURCES After successfully logging in, a dashboard will appear and display: All support Cases submitted by your company All resources available in the Knowledge Base 2014 AGILE NETWORK, LLC ALL RIGHTS RESERVED 5

display: All support Cases submitted by your company All resources

6 Customer Portal NAVIGATING THE PORTAL A B C Use the primary navigation selections in the gold bar to move between: A B C Dashboard View of all Cases and Knowledge Base resources Cases organized by number, status, priority, type and date created Knowledge Base resources organized by creation, publication and expiration date 2014 AGILE NETWORK, LLC ALL RIGHTS RESERVED 6

Cases organized by number, status, priority, type and date created Knowledge Base resources

7 Customer Portal NAVIGATING THE PORTAL D E B F Use the tools in the gold bar to: D E F Search the entire portal by keyword or number Access and maintain your account profile Instantly create new support cases 2014 AGILE NETWORK, LLC ALL RIGHTS RESERVED 7

8 Customer Portal MAINTAINING YOUR ACCOUNT INFORMATION 1 2 To access and maintain your account information: 1 Click your name as it appears in the gold bar 2 Click Profile in the pull-down menu 2014 AGILE NETWORK, LLC ALL RIGHTS RESERVED 8

9 Customer Portal MAINTAINING YOUR ACCOUNT INFORMATION 3 After clicking Profile, the screen will display your account information as shown above. 3 Click the blue Edit button to continue Once done, the Edit screen will appear as shown on the following page AGILE NETWORK, LLC ALL RIGHTS RESERVED 9

3 Click the blue Edit button to continue Once done, the Edit screen will

10 Customer Portal MAINTAINING YOUR ACCOUNT INFORMATION At this point you can edit form elements and use the tools above to: Indicate primary address Opt out of s sent by Agile Network Identify that an address in invalid Remove an address Add an additional address 4 4 Click the blue Save button to record all changes 2014 AGILE NETWORK, LLC ALL RIGHTS RESERVED 10

Network Identify that an email address in invalid Remove an email address Add an additional email

11 Customer Portal CREATING A NEW SUPPORT CASE 1 2 To create a new support case: 1 Click the addition icon that appears in the gold bar 2 Click Create Case in the pull-down menu Once done, the New Case screen will appear as shown on the following page AGILE NETWORK, LLC ALL RIGHTS RESERVED 11

Create Case in the pull-down menu Once done, the New Case screen will

12 Customer Portal CREATING A NEW SUPPORT CASE Enter a brief (maximum 30 characters) description of the issue that needs resolution 4 Enter a full description of the problem with sufficient detail for Agile Network to begin responding without additional input 5 Use the pull-down, Type menu to indicate the type of support issue (General Support or Software Change Request) 2014 AGILE NETWORK, LLC ALL RIGHTS RESERVED 12

Network to begin responding without additional input 5 Use the pull-down, Type menu to indicate the type

13 Customer Portal CREATING A NEW SUPPORT CASE Use the pull-down, Priority menu to indicate the priority of the support issue (Low General Issue, Medium System Impaired, High System Down) 7 Click the blue Save button to record the issue 2014 AGILE NETWORK, LLC ALL RIGHTS RESERVED 13

General Issue, Medium System Impaired, High System Down) 7 Click the

14 Customer Portal CREATING A NEW SUPPORT CASE 8 Once saved, detail will appear as shown and your support case will be automatically transmitted to Agile Network for response AGILE NETWORK, LLC ALL RIGHTS RESERVED 14

case will be automatically transmitted to Agile

15 Customer Portal CREATING A NEW SUPPORT CASE 9 At the end of the case creation process, Agile Network will a message as shown to confirm that all information has been properly received AGILE NETWORK, LLC ALL RIGHTS RESERVED 15

message as shown to confirm that all information has been

16 Customer Portal ADDING CASE NOTES & ATTACHMENTS 1 Throughout the support process, you can add notes and attachments to assist Agile Network with the resolution of your case. 1 To start, select a particular case then click the Add a Note button as shown. Once done, the Create Note or Add Attachment pop-up window will appear as shown on the following page AGILE NETWORK, LLC ALL RIGHTS RESERVED 16

1 To start, select a particular case then click the Add a Note button as shown.

17 Customer Portal ADDING CASE NOTES & ATTACHMENTS Enter a Subject for the note or attachment you wish to add. 3 Enter the Note, including a description of any attachments AGILE NETWORK, LLC ALL RIGHTS RESERVED 17

add. 3 Enter the Note, including a description of any

18 Customer Portal ADDING CASE NOTES & ATTACHMENTS Click the browse button then select the file (e.g., screen capture) you may wish to attach. 5 Click the blue Save button to record and transmit the information to Agile Network AGILE NETWORK, LLC ALL RIGHTS RESERVED 18

19 Customer Portal ADDING CASE NOTES & ATTACHMENTS 6 After submitting each note or attachment, Agile Network will a message to confirm the information has been received. Throughout the support process, Agile Network may send similar messages to clarify or request additional information AGILE NETWORK, LLC ALL RIGHTS RESERVED 19

20 Customer Portal ADDING CASE NOTES & ATTACHMENTS After adding a note or attachment, you can review the submission and any others made throughout the support process. 1 To start, click the Note title link or corresponding Eye button. Once done, the note detail will appear in a split screen as shown on the following page AGILE NETWORK, LLC ALL RIGHTS RESERVED 20

1 To start, click the Note title link or corresponding Eye button.

21 Customer Portal ADDING CASE NOTES & ATTACHMENTS 2 At this point you can review any one or all of the notes and attachments that may have been submitted for the particular case. 2 After reviewing each note, click the X to close the split screen and continue AGILE NETWORK, LLC ALL RIGHTS RESERVED 21

22 Customer Portal GETTING STATUS UPDATES & NOTES After receiving and confirming the receipt of each new case, Agile Network will an update when the case has been moved from New to Assigned In Progress status AGILE NETWORK, LLC ALL RIGHTS RESERVED 22

23 Customer Portal GETTING STATUS UPDATES & NOTES Once a case is in progress, Agile Network will send a new message each time its status is updated. These include notices to indicate the case is: Pending Internal Input Pending Client Response Update Ready Update Performed Closed Resolved 2014 AGILE NETWORK, LLC ALL RIGHTS RESERVED 23

24 Customer Portal GETTING STATUS UPDATES & NOTES Throughout the support process, Agile Network may send additional messages to indicate a new note has been created for your case. In each instance, your prompt review and response (as requested) is essential to resolving the case in a timely manner AGILE NETWORK, LLC ALL RIGHTS RESERVED 24

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