My Support Info Guide Pure Cloud

Genesys PureCloud
My Support Information Guide
Updated August 2018

Table of Contents
Page Page
◦ About the Information Guide 3 ◦ Opening a Service Request 22-25

◦ Quick Tips: What to do 4 ◦ Managing Support Cases 26-30
◦ My Support Login 5 ◦ Re-opening a Closed Case 31
◦ Request a My Support Account 6
◦ Managing your My Support Profile 32-34
◦ My Support Dashboard 7-10
◦ Reviewing your My Support Access 35
◦ My Cases 11
◦ Admin Cases 36-37
◦ Mobile App 12-14
◦ Cases Escalations 38
◦ Before Opening a Support Case 15-16
◦ Opening a Support Case 17-21
About the My Support Information Guide
◦ This guide gives you quick, visual tips on the features of My Support
(the Customer Care portal) including how to Open and Manage Cases.
◦ You must also be a Designated Contact to Open Cases. Please visit our
PureCloud Customer Care for more information.
◦ Please refer to the PureCloud Resource Center for additional content.
Genesys confidential and proprietary information.

Unauthorized disclosure is prohibited. 3
Quick Tips: What to do Problems with My Support login
Email Customer Care
customercare@genesys.com
Problem with the operation of Submit a Support Case in My
PureCloud Support* Information required for product
pricing or a quotation
Report a severe impact or
Submit a Support Case in My You have anticipated application or
degradation to business
Support with a High priority level – product additions
operations caused by intermittent
then call PureCloud Customer Care Contact your PureCloud Customer
disruption of PureCloud (Critical Changes regarding the status of your
for immediate evaluation* Success Manager (CSM)
Case priority level) Genesys account
You have purchased Enhanced You have architecture or design
Professional Support and have an Call PureCloud Customer Care questions
issue
Billing concerns
Login to My Support and select My
Request My Support access level Post updates to the Case in My
Support Access under the My
change and other actions Support. Or, reply to an Email
Support Management section at
regarding my account originated from the Case which
the bottom left Existing Case follow-up
includes a special Reference ID, which
Login to My Support and select My will tie any reply back to the Case.
Changes with My Support contacts
Profile under the My Support
such as updates to email address
Management section at the
or phone numbers Submit a Feature Request in
bottom left Feature Requests (FR)
My Support
My Support functionality issues
Submit an Admin Case in Change Requests (move, add, change Contact your Customer Success
My Support in the My Support and deletes) Manager
File upload/download issues when
Management section
using ‘File Transfer’ function
Submit a Case (Service Request) in
*Phone support is only available for Critical (emergency) issues. Please do not call PureCloud
Reset your PureCloud login password
My Support
Support to open a non-critical Case.
My Support: Login from the Customer Care Website
http://www.genesys.com/customer-care
Login to My Support:
• To Open a Support Case
• To Update/Manage Open
Support Cases
• Access Product Documentation
My Support Login
• See Customer Care News and
Product Advisories
• To manage your My Support
profile and access privileges
From this page, you can also:

• Contact Customer Care
• View our FAQ page
• Visit the Product Documentation sites
Unauthorized disclosure is prohibited.
My Support: Request an Account
http://www.genesys.com/customer-care
Request My Support Login

• Select ‘Get Started’
• Select ‘Request My Support Account’
• You will be asked to provide your
corporate email address
Three My Support Access Levels:

• Basic Access
• Read-Only
• Read-Write (Designated Contact)

My Support: Dashboard
Access many My Support features from the Home page.
Access many My Support

features from the Home Page.
The Quick Links displayed will
depend on your level of
Support Access.

Access many My Support features from the Home page.
The ‘My Cases’ quick

link gives you one-
click access to your
current Non-Closed Select ‘Case Search’ to
Cases consolidated quickly search for Cases
on one page
using Keywords or Case
numbers

My Support: Dashboard The PureCloud Resource Center is
where you can explore our
education courses and webinars,
visit our new users home, and
learn about features, support,
apps, and billing information.

Open a New Support Case
Open a Service
Request
View and Manage

Support Cases and
Service Requests
Access Support Info

My Support: My Cases The ‘My Cases’ list includes Non-
Closed Cases that satisfy the
following criteria:
• Cases Contact = Logged in user

of My Support
• Case Types: Support Case,
Service Requests (including
Quickly locate all your Data Privacy requests), Feature
Non-Closed Cases using Request, or Admin Cases
the ‘My Cases’ quick link • Product lines: PureEngage On-
Premise, PureEngage Cloud,
PureConnect On-Premise,
PureConnect Cloud, PureCloud,
or non-product specific (i.e.
Admin Cases)
• Sort Order: most recently
updated Cases on top

Genesys Care Mobile App
Mobile App Features
o iOS and Android
o Review your open Cases, including all public case
updates
o Post updates to your Cases
o Request Case closure
o Receive alarm notifications and view alarm data*

Supports Chat
o Available to Designated Contacts
o Request Chat with your assigned Case Owner for
any Open Case

Mobile App Setup If you experience
Mobile App login issues,
o Download the App:
please email
• iOS care.mobile@genesys.com
• Android
o Successfully sign into My Support from your
computer/laptop at least once
o Sign into the Mobile App with your:
• Corporate Email
• Password
• PIN*
• Phone Number
o If you experience any issues such as Incorrect
PIN or Authentication Failed, please email
care.mobile@genesys.com
*To find your PIN, login to MySupport and select the dropdown arrow by
your username then Manage Profile. Then select My Profile to locate your
PIN.

Tips: What to Check before Opening a Case
If you have a support question:
◦ Have you browsed the PureCloud Resource Center?
◦ Did you read the PureCloud FAQs?
◦ Have you looked at available PureCloud Articles or conducted a knowledge search?
◦ Have you searched or engaged the PureCloud Community for tips?

Tips: What to Check before Opening a Case
If you are experiencing a problem:
Conduct these quick troubleshooting actions:
• Refresh the browser or desktop app.
• Log out and back in.
• Clear the browser cache and refresh again.
• Verify that the problem occurs on another workstation.
• Verify that the problem occurs for another user.
• Turn the workstation off and on again.
If the problem still exists, ask yourself these additional questions and provide what information you can when
you submit a support case:
• Have you been able to reproduce the problem (if so, please document the steps)?
• Have you identified a clear business impact?
• Have you described what actions you have taken so far in attempting to solve the problem?

My Support: Opening a Support Case
Begin by selecting
‘Open a Support Case’
Note: Also make this selection to submit

technical questions

For Cloud Deployment, select your

company or business unit.
Cloud deployments could be a specific

business unit or division within your
company.
Defaults to PureCloud

For your Support Case, select one of

these Case Sub Types:
Problem
• Problem with the operation of
Genesys Cloud Products in
production
Question
• General question regarding
your Cloud Product

Select ‘Production’ for

Implementation Stage

Visit PureCloud Service Level Agreements
for Case Priority Definitions
Select the Case ‘Priority’ level for

your Support Case:
Select Critical issues as ‘High’ and

save the page after completing the
information. Then, call Customer
Care for further review and to
evaluate the Case status of ‘Critical’.
Provide detailed information which

helps us route your Case to the
appropriate product specialist

My Support: Opening a Service Request
Begin by selecting
‘Open a Service Request’

For your Service Request, select the ‘New

Project Request’ Case Sub Type to request a
new PS project; your request will be
forwarded to your Customer Success
Manager.
Other options are not available for PureCloud

Customers at this time.

Select ‘Production’ for

Implementation Stage

Select the Case ‘Priority’ level for your

Service Request:
Select Critical issues as ‘High’ and save

the page after completing the
information. Then, call Customer Care
for further review and to evaluate the
Case status of ‘Critical’.
Provide detailed information which

helps us route your Request to the
appropriate product specialist

My Support: Managing Your Support Cases
Select ‘View and Manage

Cases’

Export Support Cases
into an Excel file
(note: will export the filtered
Case view as seen on your
screen)
Filter your Case view
‘My’ Cases provides a view of

Cases you have submitted
‘All’ Cases provides a view of all

Cases submitted by your company
 Case Number: Assigned by Customer Care
❖ Case Type: see grey box
 Subject: Description of Case
 Account/Depl: Cloud Deployment
 Status: Current status of the Case
 ❖         OPEN (New, Investigation, Customer Responded)
AWAITING INFO (Info Required from Customer)
SERVICE RESTORED (Pending Permanent Solution,
Pending RCA)
SOLUTION PROPOSED (Solution Proposed; Problem
Resolved)
CLOSED (Cancelled; Resolved; Redirected)
 Priority: Assigned per Case severity; see
slide 16
The following Case Types will display:  Cloud Service: Affected cloud service
• Support Case  Date Opened: Date Case opened
• Service Request  Date Modified: Last date that either
• Incident (assigned by Customer Care Genesys or customer posted a Case
after a submitted Support Case has update
been determined to be service  Contact Name: Designated Contact who
affecting) opened the Case
Upload files that may be needed to

help resolve the Case
Select ‘Post Update’ and

Case status automatically Close a Case (no need to
changes from ‘Awaiting Info’ to email/call Customer Care)
‘Open – Customer Responded’
Genesys confidential and proprietary information. 29

Chat with the assigned
Case Owner
Designated Contacts can:
o Ask quick questions or

inquire about Case status
updates
o Leave a message if the
Case Owner is unable to
accept the Chat request
o Receive an email
transcript of the Chat
o Access Chat via computer
or mobile phone*
*Requires download of the Genesys Care

Mobile App
Genesys confidential and proprietary information. 30
My Support: Re-opening a Closed Case
To re-open a Closed Case, select the

Closed Case and select ‘Request to
Re-open’

My Support: Managing Your My Support Profile
To Manage your My
Support Account, select
the drop down arrow by
your login name.
Select the ‘Manage Profile’

Option.

My Support: Managing Your My Support Profile
Manage your My Support

Profile including level of
access, password changes and
opening/managing Admin
Cases when you have issues
with your My Support login or
the My Support menu views.

My Support: Making Changes to your My Support Profile
Location of your
IVR Code.
If you update your profile,

select ‘Update Contact Info’
before exiting.

My Support: Reviewing your My Support Access
My Support Access displays the

access levels for all users at your
organization

My Support: Opening an Admin Case
Select ‘Open Admin Case’ for

questions and issues related to My Select the problem or
Support problems and requests question you are
As a reminder, Open a Support Case experiencing with
or Service Request for problems and My Support.
requests for PureCloud.
My Support: Managing My Admin Cases
Filter Admin Cases by ‘My

Non-Closed’ and ‘My Closed’
Admin Cases

PureCloud Case Escalation
If you are dissatisfied with the handling of your Case:
o Please know your assigned Case number.
o Engage the Customer Care Manager or your AE/CSM for additional attention.
o To engage the Customer Care Manager, please call PureCloud Customer Care and ask to
speak with the Customer Care Manager.

Genesys confidential and proprietary information. Copyright ©2017 Genesys. All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names and logos may be registered
Unauthorized disclosure is prohibited. 2001 Junipero Serra Blvd., Daly City, CA 94014 trademarks or trademarks of their respective companies.

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Genesys PureCloud

My Support Information Guide

Updated August 2018

◦ About the Information Guide 3 ◦ Opening a Service Request 22-25

◦ Please refer to the PureCloud Resource Center for additional content.

Genesys confidential and proprietary information.

From this page, you can also:

Request My Support Login

Three My Support Access Levels:

Genesys confidential and proprietary information.

Access many My Support

Genesys confidential and proprietary information.

The ‘My Cases’ quick

Genesys confidential and proprietary information.

Genesys confidential and proprietary information.

View and Manage

Access Support Info

Genesys confidential and proprietary information.

• Cases Contact = Logged in user

Genesys confidential and proprietary information.

Genesys confidential and proprietary information.

Genesys confidential and proprietary information.

Genesys confidential and proprietary information.

If you have a support question:

◦ Have you browsed the PureCloud Resource Center?

◦ Did you read the PureCloud FAQs?

◦ Have you looked at available PureCloud Articles or conducted a knowledge search?

◦ Have you searched or engaged the PureCloud Community for tips?

Genesys confidential and proprietary information.

Genesys confidential and proprietary information.

Note: Also make this selection to submit

Genesys confidential and proprietary information.

For Cloud Deployment, select your

Cloud deployments could be a specific

Genesys confidential and proprietary information.

For your Support Case, select one of

Genesys confidential and proprietary information.

Select ‘Production’ for

Genesys confidential and proprietary information.

Select the Case ‘Priority’ level for

Select Critical issues as ‘High’ and

Provide detailed information which

Genesys confidential and proprietary information.

Genesys confidential and proprietary information.

For your Service Request, select the ‘New

Other options are not available for PureCloud

Genesys confidential and proprietary information.

Select ‘Production’ for

Genesys confidential and proprietary information.

Select the Case ‘Priority’ level for your

Select Critical issues as ‘High’ and save

Provide detailed information which

Genesys confidential and proprietary information.

Select ‘View and Manage

Genesys confidential and proprietary information.

Filter your Case view

‘My’ Cases provides a view of

‘All’ Cases provides a view of all

Upload files that may be needed to

Select ‘Post Update’ and

Genesys confidential and proprietary information. 29

o Ask quick questions or

*Requires download of the Genesys Care