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May 2015
Customer Support Portal Updates Tools and processes : VantagePoint
Chris Bruisten – Unisys Global Service Delivery Manager
Dolf Leurink – Springer IT Manager End User Services
© 2015 Unisys Corporation. All rights reserved. 2
LifeRay based Customer Support Portal
Current portal (May 2015) .. Replaced by….. ( see next slide)
Customer Support Portal
© 2015 Unisys Corporation. All rights reserved. 3
VantagePoint – Customer portal – overview
..New Customer Support portal -VantagePoint
Customer Support Portal
© 2015 Unisys Corporation. All rights reserved. 4
VantagePoint – Menu’s on the left and right
Menu with links to cards
Menu with links for Managers and Support staff
Customer Support Portal
© 2015 Unisys Corporation. All rights reserved. 5
VantagePoint – Knowledge Base
Instantly search the knowledgebase for self help articles
Browse the knowledgebase for self help articles and frequently asked questions
Customer Support Portal
© 2015 Unisys Corporation. All rights reserved. 6
Overview card - The number of planned Outages per impact category
Overview card - Announcements
VantagePoint – Outages and Announcements
Customer Support Portal
© 2015 Unisys Corporation. All rights reserved. 7
VantagePoint – My Issues Card
Overview card - My Issues
Clicking on the ‘+’ opens a form for submitting a new Issue ticket
Customer Support Portal
© 2015 Unisys Corporation. All rights reserved. 8
VantagePoint – Submit Issue form
A temporary address and Phone number can be added, for instance when travelling
Cancel
Customer Support Portal
© 2015 Unisys Corporation. All rights reserved. 9
VantagePoint – Submit Issue
Screen after issue ‘Submit‘
Customer Support Portal
© 2015 Unisys Corporation. All rights reserved. 10
VantagePoint – My Issues overview
Overview card - My Issues
Clicking on the card shows a list of your submitted Issues
Customer Support Portal
© 2015 Unisys Corporation. All rights reserved. 11
VantagePoint – viewing Issue details
opens the issue ticket details
Customer Support Portal
© 2015 Unisys Corporation. All rights reserved. 12
VantagePoint – information on issue ticket
More information about your Issue / incident can be added for the helpdesk Agents.
Customer Support Portal
© 2015 Unisys Corporation. All rights reserved. 13
Screen after Log Entry ‘Submit‘
VantagePoint – information on issue ticket
Customer Support Portal
© 2015 Unisys Corporation. All rights reserved. 14
Overview card – My Orders
Clicking on the ‘+’ opens the Service (Request) Portal with all Order / Request categories.
Note: make sure that pop-ups are allowed in your Browser
VantagePoint – Submit Order / Request
Customer Support Portal
© 2015 Unisys Corporation. All rights reserved. 15
Clicking the ‘+’ on the My Orders card, opens the Request Portal where specific Request forms are available in various categories.
After submitting the Order / Request form, the window can be closed and the new order will show on the ‘ My orders ‘ card.
VantagePoint – Submit Order / Request
Customer Support Portal
© 2015 Unisys Corporation. All rights reserved. 16
Overview card – My Orders
Clicking on the ‘My Orders’ card, opens the list of your personal Orders / Requests and their proces status
VantagePoint – overview of Orders / Requests
Customer Support Portal
© 2015 Unisys Corporation. All rights reserved. 17
VantagePoint – Order / Request details
Clicking on the arrow, opens the high level proces status.
To add information, or to view detailed approval status and communication from Manager, just open the Request Portal, via the ‘+’ on the ‘My Orders’ card, and click on ‘Details ‘
Customer Support Portal
© 2015 Unisys Corporation. All rights reserved. 18
VantagePoint – logging off
This will logg you off and open the SpringerLounge intranet page
Customer Support Portal