1 / 19

Making the Most of Your eSupport Resources

Making the Most of Your eSupport Resources. Objectives. How to log into Blackbaud.com How to make the most of the top resources on our award-winning support website: Knowledgebase Forums Case Central Newsletters Blogs Questions about our website?

althea
Télécharger la présentation

Making the Most of Your eSupport Resources

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Making the Most of Your eSupport Resources

  2. Objectives • How to log into Blackbaud.com • How to make the most of the top resources on our award-winning support website: • Knowledgebase • Forums • Case Central • Newsletters • Blogs • Questions about our website? • Type questions during the Live Meeting session • Q&A session following presentation

  3. Your Blackbaud.com login • Our support resources are benefits of your maintenance plan, so they’re accessible only to our customers and require you to log in to access them. • If you don’t have a Blackbaud.com login, your site administrator can invite you to create one. • By default, your site administrator is the person who signed your organization’s purchase agreement. • To log in, click Please Log In at the top of any Blackbaud.com web page. Or, you’ll be prompted to log in when you try to access a secure section of our website if you aren’t already logged in.

  4. Login process • Enter your user name and password, and click Log In. We recommend marking the Save User Name and Password option so you don’t have to enter your login on subsequent visits. • If you’re not sure if you have a Blackbaud.com account or if you don’t know your Blackbaud.com user name, click Need your User Name? on the login screen. • Click Need your Password? if you don’t know your password, and we’ll guide you through the process of resetting it.

  5. Knowledgebase • Knowledgebase is the first place to go when you have questions or need to troubleshoot software issues. • Knowledge Centered Support: We document every question we’re asked. • Note: We wait to publish solutions until we’re contacted about the same question or issue a second time, with the exception of software issues, which we publish immediately. • Support analysts add and update Knowledgebase solutions daily.

  6. Select Knowledgebase from our website’s Support menu. Type your question or problem using key words or phrases, or enter the solution ID (BBxxxxx) if you know it, in the Ask a Question field, and click Ask. For subsequent searches, enter your question in the New Question field in the upper right window. Error messages: Enter the exact error message preceded by “Error:” (e.g., Error: Invalid File Name). All suggestions begin with “Unable to.” Filter your search results, if necessary, by product and/or document type. Knowledgebase automatically filters the results based on your organization’s products and maintenance level. Document types include solutions, user guides, and suggestions. How do I search Knowledgebase?

  7. Alerts Display at the top of the Knowledgebase home page until they’ve been read or expire Based on the Blackbaud products your organization owns May include software release announcements, notifications about critical issues, and information about special support hours Click Alerts in the Knowledgebase banner to see all current alerts for your products. Knowledgebase Subscriptions Enable you to automatically be notified when solutions and alerts are updated or new alerts are added Can subscribe to individual solutions or alerts, all alerts, or all alerts by product Solution and Search Feedback To share feedback about a particular solution, complete the feedback form at the bottom of the solution. To share comments about Knowledgebase in general, complete the feedback form on the search results screen. Knowledgebase features

  8. New and Popular Solutions Display on the Knowledgebase home page beneath the Ask a Question box Include newly added solutionsand the most frequently accessed solutions about your organization's products only Recent Activity Click My Recent Activity in the Welcome box to view your recently asked questions and recently viewed solutions. Click the Previous button beneath the New Question box to see questions you previously asked. Sharing and Bookmarking Solutions Click Email Page at the top of a solution to email a solution to yourself or a coworker. To bookmark a solution, open the solution and add it to your web browser's Favorites or Bookmarks just as you would any other web page. Knowledgebase features, cont.

  9. Learn more about Knowledgebase by visiting Knowledgebase Help. Select Knowledgebase Help from the Welcome box. Or, click Help in the top banner bar. Knowledgebase Help

  10. Gathering place for everyone in the nonprofit community to exchange ideas All posts, including shared documents, are publicly available so you don’t need a Blackbaud.com login to view them. Post questions and brainstorm with other users about software issues, how-to questions, best practices, etc. Share your knowledge with your peers by reviewing and replying to posts. Forums

  11. Select Forums from our website’s Support menu. The forums are organized into six broad categories (e.g., Product Forums), and then further divided by subforums (e.g., The Raiser’s Edge). Browse the categories of interest. Add a new post or reply to a post. For an overview of the forums, select Forum Guidelines from the Shortcuts menu when you’re logged in. How do I get started with the forums?

  12. RSS Subscribe to an RSS Reader, such as Google Reader. Then, look for the RSS icon at the bottom right of forum pages. Click the icon and copy the web address (URL) of the page. Log into your RSS reader and add the address to your list of RSS feed subscriptions. Email Sign into the forums and click Edit Profile on the top right of the page. Select the Email tab. Mark Receive Emails to receive emails from other forum participants. To be notified by email of new posts to forums/threads to which you have subscribed as well as any replies to one of your posts, mark Enable Email Notifications of forum/thread subscriptions and replies to my posts. Click Forum Subscriptions from the Shortcuts menu. Click No next to any forum to change it to Yes to receive emails from that forum. How can I be notified about new posts or replies?

  13. Online interface with Support's case management database so you can review your organization's previous cases and communicate with us online Quick way to contact Support: We automatically prioritize each case by creation time and severity so you’ll receive assistance from the next available analyst. Confidential: Only individuals associated with your organization can access your cases. Case Central

  14. Select Case Central from our website’s Support menu. Provide a summary of your question or issue and select your product. When you click Continue, Knowledgebase will automatically search for any related solutions and return a split screen. On the left, review the top Knowledgebase search results. If the search results do not address your question or issue, continue creating your case by completing the Create a Case form on the right. How do I create a case?

  15. Select Case Search from the left navigation bar to review your cases. Enter your case number and click Find, or select using the criteria (i.e., Product Family, Case Condition, Date of Creation). Click Search. Cases automatically display the most recent cases first, and column headings are clickable so you can sort the display in numerous ways. From the case search results, click a case number to view the case and/or add any notes. How do I review my cases?

  16. Select Case Central Help from the left navigation bar to learn more about Case Central. Case Central Help

  17. Include the latest software information, tips for using your software effectively, and announcements about upcoming events Incorporate summaries from recent product blog posts To subscribe: Log into www.blackbaud.com and click your name at the top of any Blackbaud web page to access your profile. Click View Subscriptions. Mark the checkbox beside the newsletters you want to receive, and click Submit. To browse recent issues, select Support Newsletters from the Support menu. Visit Newsletter Subscription Help if you stop receiving newsletters. Support Newsletters

  18. Follow our employees as they share insights into Blackbaud products and nonprofits. To get started: Select Blogs from the Support or Company menus on our website. Find a blog and start reading and commenting.  Or, scan the blog aggregator for a story that interests you: http://forums.blackbaud.com/blogs/ To automatically receive new blog content, subscribe to our blog RSS feeds: Within a blog, click RSS under Blog Info on the right side of the page. Click Subscribe to this feed. Support Blogs

  19. Support Benefits • For more information about your support benefits, review our Customer Support Guide:http://supportguide.blackbaud.com

More Related