Canon Self-Service. Getting Started Guide. A guide to help you register and start using Canon s Self- Service on-line portal

Transcription

1 Canon Self-Service Getting Started Guide A guide to help you register and start using Canon s Self- Service on-line portal

2 Introduction This guide is designed for the person responsible for managing Canon products and services within your organisation. If this is not you and you would like to find out more please go to the last page for Canon contact information. Contents Welcome to Canon Self-Service 3 How can I register? 3 How do I set up my Canon Self-Service account? 4 Where do I start? 5 How do I manage other users in my organisation? 6 How do I manage my accounts? 7 How do I manage service requests? 8 How do I manage my products? 9 How do I group my products? 10 Knowledge Management 11 Who do I contact for further help? 12 Glossary of Terms Account manager Product manager Users Product Portal main point of contact within your organisation for managing Canon products and services. As the account manager you can delegate your responsibilities to other users who can also be assigned as account managers for your organisation. someone in your organisation who has been assigned to take care of the service activities of a product (e.g. create service requests, enter meter reads and update the product location). you and any other account/product managers who are entitled to use Canon Self-Service. any Canon machine within your organisation for which you have a service contract. the Canon Self-Service web site. Canon Self-Service - June 2014 Version P a g e 2

3 Welcome to Canon Self-Service As a valued Canon customer, we are always looking at ways to improve your service experience and make your life easier. Canon Self-Service is a secure user-friendly on-line web service that gives you instant access to all your essential Canon product and service information in one place, making managing your accounts and submitting service requests effortless. After a simple registration process you will have access to the following services at your own convenience: View some or all of your accounts and Canon products Giving you visibility of your Canon product information, all in one place, so there is no need to hunt around for serial numbers etc. Assign users to manage products Share the responsibility for managing your Canon products across single or multiple site locations to make your job easier and more efficient. Submit meter readings for your products* Ensure your bills are accurate by submitting your own Canon product meter readings. Update your product location and address details Keep a comprehensive record of where your Canon products are located so that you have visibility of everything at the touch of a button. Submit and monitor the progress of service requests Raise a service request 24/7 with all the information Canon needs to handle your enquiry as efficiently as possible and track its status on-line. How can I register? You can find out more about Canon Self-Service by visiting and then register to use. You will be asked to provide details such as: Your company name Your full name Your address and telephone number You will then receive an containing your own personal link to complete your registration (please allow 24hrs for confirmation, subject to opening times). Once received, please click on this link and follow the instructions to activate your user account. * Canon also has automated meter reading solutions available. Please contact your account representative for more information. Canon Self-Service - June 2014 Version P a g e 3

4 How do I set-up my Canon Self- Service account? There are two types of roles that can be set up in the portal. Each has a different level of access: Account manager The account manager has full administrative rights for managing products and service requests, including creating product managers in the organisation and maintaining user access rights. Product manager Product managers take responsibility for products on behalf of the account manager. They will be able to view and maintain the details for each of their products as well as raise service requests via the portal. More than one product manager can be assigned to a product. The first user to register must always be an account manager. Once registered, the account manager can then invite other account managers and product managers. Canon Self-Service - June 2014 Version P a g e 4

5 Where do I start? This is the first screen you will see once you have signed-in. From this screen you can access most of the Self-Service functionality. Other functions may be accessed by first selecting a product (e.g. entering meter reads.) The first thing we suggest you do is to check that all of your products are listed. The help-desk (details on page 9) can assist you in updating your list of products and account details. The Main Menu From this menu you can: Quick Links to Canon Web Pages Self-Service Home: Return to this Screen Accounts: Get an overview of some or all of your products, contracts, and service requests Products: View and manage your products Activities dashboard: Enter or track service requests Enter meter reads for a product Create a request to move a product Users: Invite and manage people using the Canon Self- Service portal Your Self-Service Account: Change your personal details, security question and notification settings. Quick link to Invite: Account managers Product managers for designated products Quick link to view & Search all Your Products Quick Link to Create a New Service Request Canon Self-Service - June 2014 Version P a g e 5

6 How do I manage other users in my organisation? On this page you can search for users who are active on the Canon Self-Service portal as well as look up the status of a user. You can also suspend or remove users that no longer require access. HOW TO GET HERE: FROM THE MENU CLICK USERS Search for a User: You can search for an active user by entering their surname Invite Colleague(s) New users (account/product managers) can easily be invited from here List Users by Status: A user can have one of the following statuses Active users Pending An invitation has been sent to the user but it has not been responded to Suspended User that temporarily does not have access to the portal Actions You can quickly remove or suspend a portal user Declined Someone who received an invitation to sign up for the Canon Self-Service portal but has declined Canon Self-Service - June 2014 Version P a g e 6

7 How do I manage my accounts? The account page enables you to view all the Canon accounts linked to your organisation. On selecting an account you can then view further information such as contract lines, products and service requests related to that account. For each account there are two account numbers shown: The Customer Account number is the account reference which currently appears on your Canon contract, invoice, quote or tender documents. The System Account number is how you are identified by Canon Customer Services and is the Account number shown throughout Canon Self-Service. Canon Self-Service - June 2014 Version P a g e 7

8 How do I manage service requests? The activities dashboard provides you with direct links to the most frequently used tools. From here you can create new service requests and enter meter reads as well as request for products to be moved to a new location. It also provides you with a full history of your service and move requests. HOW TO GET HERE: FROM THE MENU CLICK ACTIVITIES Create a New Service Request From here you can create a new service request for one of your products that you select from a list. Submit a Meter Read Enter the updated meter reads for a product Create a Move Request Ask Canon to change the location of a product. You will be contacted by Canon who will advise you on the next steps to complete a move request. Create an Account Query Ask Canon about a non-product related query eg: invoicing. How Service Requests do I manage my products? Review previous service request created from this account Filter Open/Closed Requests The product detail page gives you useful information Here you can select about to view your all open products service including their Canon serial number (our way of identifying requests or your all closed product), service requests details that have of who is been created for this account managing it within your organisation and any service request information. Keeping this information up-to-date helps us to manage product service requests in the most efficient way so that we can resolve your query as quickly as possible. From this page you can also create a service request, update meter reads, view entitlements, view configuration and access the product knowledge management system. HOW TO GET HERE: From the menu click Products than click on the serial number of a Product Canon Self-Service - June 2014 Version P a g e 8

9 Alternative Names For easier identification of products you can use your own names Location Address This is the address known to Canon. Service Engineers will be directed to this address. To correct the address click Change and select a new address from the list Location This is where the product can be found at the location address, i.e. floor number or room number. View or Create Service Request Here you can find service requests for this product. Alternatively, if you need support from Canon for this product you can create a service request here. Product Managers See or modify who is managing this product View or Enter Meter Reads Here can find the latest meter reads submitted for your product or you can enter new meter reads. If a product has an emaintenance contract it will be indicated here. Any product with emaintenance does not require a meter read to be supplied. Entitlements Here you can view your service entitlements such as response times. Configuration Here you can view the components and related assets which relate to your product. For example, hardware, software, solutions and accessories such as paper trays. Knowledge A knowledge management database is available through the portal. You can search for and view the knowledge that has been created for a specific Product (find out more on p.11). How do I group my products? Create a Group In order to manage your portfolio of products more effectively the portal allows product managers or account managers to group products. Grouping of products makes it easier for you to manage large printer fleets Click on Products from the left-hand navigation pane. Canon Self-Service - June 2014 Version P a g e 9

10 2. Navigate to the Manage Groups tab. Click Create a New Group Fill in a Group name to help you and others identify the Group (eg: Print Room East Wing) and click Next. 3 Canon Self-Service - June 2014 Version P a g e 10

11 4. Select the Products you want to group and click Submit. 4 Manage your Group From this section you have full control over this Group and can choose to rename a Group you have created previously; delete a Group; add/remove products from the Group and assign/remove product managers to the Group. Knowledge Management To assist you with managing Service Requests a knowledge management database is available through the portal. You can search for and view the knowledge that has been created for a specific Product. With this information you can self-diagnose on-line and find quick solutions to your Service Requests. 1. Select Knowledge Center from the left hand navigation pane Select the Product you wish to find information for. 2 Canon Self-Service - June 2014 Version P a g e 11

12 You can view articles under three headings: FAQs & Knowledge, Error codes and Troubleshooters. By clicking on View More you will be able to see the full list of content published for the relevant product. 4. Click the Canon Download Centre link to locate software updates, drivers or manuals for your Products. 5. You can also search for knowledge by entering an error code and/or a description in the search bar. You can expand the languages you want to search in by ticking the boxes next to the search button (English is the standard language for all knowledge content). The search results will show a selection of recommended content that best matches the description entered. Who do I contact for further help? For assistance using the portal or for general enquiries please visit the web links for info and registration or phone the Canon Contact Centre: NETHERLANDS : +31(0) Canon Self-Service - June 2014 Version P a g e 12