Salesforce CRM Customer Portal Documentation
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Table of Contents 1. Introduction... 4 2. How can I create a new case?... 4 3. What are views used for?... 10 4. How can I edit a case?... 11 4. How can I contact Ex Libris about an open case?... 12 5. How can I search for cases?... 15 6. How can I create a report for cases?... 17 7. How can I search for Articles?... 18 8. How can I search for KB items and vote for them?... 19 9. What is the Account Assets tab used for?... 20 10. What is the Messages From Ex Libris tab used for?... 21 11. How can I publish my cases to the Ex Libris customers community?... 22
1. Introduction The goal of this document is to provide guidance, which would help customers making their first introduction with SalesForce. 2. How can I create a new case? First, go to the Cases tab. Then, click the Create New Case Button: Now, pick the Asset (i.e. product) you wish to open the case about. Next, choose the Affected Environment: by default, the production environment is chosen, but you can change it in case the issue regards another environment (such as the Sandbox environment):
Now, pick the relevant priority, and proceed to enter the Title and Description. You can expand the description box by clicking the its bottom-right corner and dragging it. In order to enter Additional Information or Additional e-mails, click the relevant small triangles Additional Information includes category and subject. You can enter those by clicking the magnifying glass icons, which would present the available categories (based on the asset you have entered) and subjects (based on the category you have entered). Additional e-mails allows you to enter e-mails of you colleagues, so that they would get the same e-mail notifications from SalesForce as you do (for this case). This is useful, for example, in case you are about to go out on a well-deserved vacation:
You can submit the case as is, or add an attachment. In case you want to add an attachment, click the Add attachment & Submit button. Then, browse and attach the files. You can upload more than one file; the size limit is 5 Megabytes. When you re finished, click Done.
In case you have previously agreed to publish your cases to the Ex Libris customers community (see also section 11 below), your cases would be published by default. In case you open a case which you don t want to publish, uncheck this checkbox. You can later edit the case and change the value if this checkbox anytime. In case you submit a case for one of our Data Services teams, regarding a specific Target or Resource, please enter its identity in this box:
Once you click Submit, Salesforce sends you a confirmation email, and suggests several articles which may help you to solve your issue on your own. The suggestions are based on the words you entered in the case s title. You can use the Products box on the bottom of the left pane in order to choose the relevant product; you can refine your search in the Search Again box on the top of the left pane. You can open an article by clicking it:
Now, please note the Does this article solve your issue? question at the top of the page. In case that article does solve your issue, you can click Yes, Close my case. Alternatively, you may click No, keep my case open. It s important to note that we are handling your case from the minute you have submitted it; in other words, we are not waiting for you to click No, keep my case open before starting to work on your case. You can also rate the article.
3. What are views used for? Views are Salesforce s tool to provide you with a quick and basic way of filtering your cases. You have three views to choose from, after clicking the Cases tab: Portal My Account Cases: allows you to see all cases which were opened by your institution, i.e. including ones which were opened by one of your colleagues. Portal My Cases: allows you to see all cases which were opened by you. Recently Viewed Cases: allows you to see cases which you have accessed lately. Once you choose a view, you can change the location of the various columns using drag&drop; you can change the size of each column in the same manner; and you can sort the list by a certain column, by clicking it (once for ascending, twice for descending).
4. How can I edit a case? Let s first see how to access a case. One way of doing it is using one of the views under the Cases tab (see previous section). You can edit a certain case by simply clicking the Edit button next to it; alternatively, you can access the case by clicking either its title or number, and you can then edit it by clicking the Edit button in the case layout. Let s see it: By editing a case, you can change certain fields. For example: closing the case (by entering Yes in the Do you wish to close the case? field), changing the additional e-mails, etc.
4. How can I contact Ex Libris about an open case? This part will be helpful if you want to ask us a question, update us, answer a question we asked you, add comments, request a status update, or if you want to talk to us about the open case for any reason. First, click the Cases tab to view the list of recently viewed cases, or search for the case in question. Once you find it, click its title or number. Once you do, the following screen opens: In order to add a comment: After accessing the relevant case, click the Add Comment button (you might need to scroll down in order to see it):
Now, write your comment and click Save : Now, you will see your newly-added comment in the Case s Comments section (comments are displayed sorted by date and time): Scrolling down, you also have Attach File button which you can use in order to attach files to the case.
Note in case Ex Libris has set the case in Closing status, but you want it to remain open, you should enter No under the Do you wish to close the case field; it would be useful to also add a comment in such events.
5. How can I search for cases? In case you know the number of the case you re looking for (or the number of a Pivotal Support Incident which was migrated to Salesforce), you can use the search box on the left pane. Choose Cases from the drop-down list, then enter the case number and click Go!. Here s an example for searching for case number 12345: Let s take a moment to discuss the Advanced Search option, below the Go! button. It allows you to search more fields than the sidebar Search. It allows you to use operators such as AND, OR, and AND NOT to refine your search. You can also add quotation marks around multiple keywords to perform an exact phrase match (for example, John Smith ). You may also add an asterisk to the end of your keyword to search for items that start with the word (for example, acme*). In case you do not know the case number: First, click on "Search Cases" tab. On this page you can define your search parameters with several options (at the top of the page), and you can limit which cases you search (on the left) The results of your search will be shown at the bottom of the page after you click "Search."
Regarding the options on the left: All My Cases include all the cases you have submitted. My Account Open Cases include all the open cases submitted by you and your colleagues in your institution. All My Account Cases is just the same, except that closed cases are included as well. All My Consortium Cases include the cases of other institutions in your consortium as well as yours. All Published Cases include all cases published by other customers (see section 11 below). A note about Products and Assets: Products are generic; Assets are institution-specific. In other words, an institute's subscription to a given product is their Asset. The easiest way to distinguish between the two is by the name you see. "SFX", "Primo," and "Alma" are examples of product names. Dis-similarly, assets are named, "Institute Name - Product Name". This distinction is especially helpful in consortia which have various assets of the same product among their consortia members. If you have selected the "My Consortium Cases" or the "Published Cases" option, you can search by product. The other three option all offer searches by asset. When you re ready, click Search. The results will show at the bottom of the screen:
6. How can I create a report for cases? It is from the Report Page that you can generate and export a report about "Your Account's Open Cases," to Excel. First, click the Reports tab. The columns above show the fields that the report will include. Note that this slide bar extends out to the right (as there are many columns). While you cannot select which fields are included in your report, you can of course edit the report once it is in excel. Lastly, click Export to Excel.
7. How can I search for Articles? First, click the Articles tab. The central pane now shows articles which have been modified within the last 30 days. Now, type what you are searching for in the box. Un-click any of the categories if you don't want to search for articles of that type.
8. How can I search for KB items and vote for them? KB items serve as a major tool helping Ex Libris to prioritize the journals, e-books, etc. which customers request to be added into our data services. Using this tool, customers can vote for the KB items which other customers have suggested to add into the knowledgebase. To search for KB Items, go to the search box on the left pane. Choose KB Items from the drop-down list, then enter your search term and click Go!. Here s an example for searching science : Once you find the relevant KB item, you can either promote or demote it. Each KB item has a ranking, and each customer can vote for it once, adding of subtracting 10 points to its score:
9. What is the Account Assets tab used for? Upon clicking the Account Assets tab, you will see the list of your institution s assets. More exactly, the ones for which you have the permissions to open cases: Upon clicking any of the products, you would be able to see some of the data we keep here in Ex Libris on your asset. In case any kind of data needs correction, please inform us at Exlibris.SFTeam@exlibrisgroup.com
10. What is the Messages From Ex Libris tab used for? In order for Ex Libris to update its customers regarding technical issues (e.g. Service Pack release), we can now send messages based on the Account Assets functionality just described. For example, when we want to send a message to all librarians who work with SFX, we can now use Salesforce to do so. This way, all librarians who have permissions to submit SFX cases will get an email with the relevant message; in addition, these messages would be also available under the Messages From Ex Libris tab. This feature would allow us to send focused messages which regard very specific groups of customers, e.g. North American MetaLib TotalCare customers. We intend to use this channel strictly for technical issues. Upon clicking the message s identifier, you will be able to see it:
11. How can I publish my cases to the Ex Libris customers community? Following requests made by Ex Libris customers steering committees, customers who wish to do so may publish their cases so that all customers can search them. This might help other customers to learn from their experience and solve issues on their own. In order to publish your cases, go to the Publish tab, where you can sign the terms and conditions. Once you decide to publish your cases, each case you would open from now on would be published by default. You can un-publish it at any time using the checkbox previously mentioned. If you wish to un-publish your cases in general, please address us at Exlibris.SFTeam@exlibrisgroup.com