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Salesforce CRM ügyfélportál dokumentáció magyar 如何申请Ex Libris Support Portal账号
Introduction
The goal of this document is to introduce the Support Portal (SalesForce) and provide guidance for using the interface.
How do I access the Support Portal?
You can get to the Support Portal  via the Ex Libris Knowledge Center by going to https://knowledge.exlibrisgroup.com and clicking the Submit a Case button, or clicking the More Sites button and choosing Ex Libris Support Portal.  You can also link to the Support Portal directly at https://support.exlibrisgroup.com​
How do I create a new case?

Go to the Cases tab and click the Create New Case button:
Under Case Details:

Fields marked with a red bar to their left are required.
Under Description Information, enter the Subject and Description. You can expand the description box by clicking the its bottom-right corner and dragging it.
What should be included in the Subject and Description?
Under Additional Information and Additional e-mails:
If all of the information needed is present, click Submit.
If you have an attachment to include, click Add attachment & Submit.
If you click Add attachment & Submit, click Choose File and browse on PC for attachment.
Click Attach File to attach the file to the Case.
Repeat for any additional files.
When all files have been attached, click Done.
 

If you have elected to publish all of your cases to the Ex Libris customer community (see also How can I publish my cases to the Ex Libris customers’ community? below), all new cases will be published by default. If you create a case which you do not want to publish, after you submit the case, open the case, click Edit, and uncheck the Publish to all checkbox.    
After you Submit the case, the Support Portal sends a confirmation email and returns you to the Cases tab with the following message:
 
Click the link to view the case that you just submitted.
What are views used for?

Views are a quick and basic way of filtering your list of cases in the Support Portal. You have several views to choose from in the Cases tab:
 
Choose a view from the drop-down.
You can drag and drop columns to reposition them, change column width, and sort by certain columns by clicking on them.
How can I edit a case?
From the Cases tab, you can do one of two things:
Click the Edit link next to the Case Number in the list view.
OR
Click the Case Number or Subject to open the Case, and then click Edit at the top of the case when it opens.

From Edit screen, you can update
How can I contact Ex Libris about an open case?

You may need to update the case in order to add a question, comment or update, answer a question asked by a Support analyst, request a status update, close the case, or contact the analyst about the open case for any other reason.
 
Click the Cases tab to view the list of recently viewed cases, or search for the case.
Click the case Subject or Case Number to open it.
 
Case Status also displays in the case view. See What is Case Status, and What Does It Mean? for more detailed information about the status that displays in this field.
How can I search for cases?
When you know the number of the case you’re looking for use the Search box on the left pane. Choose Cases from the drop-down list, enter the case number and click Go!


Note the link to Advanced Search, which allows you to search more fields than the sidebar Search box. Additionally, Advanced Search allows

You can also use the Search Cases tab. Here you have options to filter by several parameters. You can also limit which cases you search (with Case Options drop-down):
The results of your search will be shown at the bottom of the page after you click Search.

Note that an Export to Excel button is available here. This will export the resulting case list to an .xls file with the same information that displays in the search results view.
 
Products are generic; Assets are institution-specific. An institution's specific subscription to a given Product is their Asset. Assets are generally named with the convention Institution Name - Product. 
 
For example, Ex Libris University may use the products SFX, Primo and Alma. The names of their associated Assets, then, would be Ex Libris University - SFX, Ex Libris University - Primo, and Ex Libris University - Alma.
 
This distinction is especially helpful in consortia which may have multiple Assets for the same Product among their consortia members.
Can I Read or Edit Cases from other members of my Consortium?
Using the Search Cases tab, you can choose to view all the Cases from all members of the consortium by selecting “My Consortium Cases” from the Case Options drop-down menu.
Your ability to Read or Edit Cases is defined as follows:
 
What is the Account Assets tab?
Click Account Assets to see a list of your institution’s assets - specifically, the assets for which you have the permissions to open cases:


Click the Asset Name to view the Asset Detail screen, which provides additional information related to that Asset.  If your Asset is hosted by Ex Libris, Look for the Instance Name on Status Page, which identifies the Instance name where YOUR Asset lives in our hosted environment. 
To see status information on your Assets, go to https://status.exlibrisgroup.com​
If you notice data that needs correction, submit a Case via the Support Portal (choose the Asset related to the problem you are seeing).
What is the Email Preferences tab?
To receive updates from Ex Libris about your Ex Libris products and other updates, you can opt in to messages of your choosing. For example, if you wish to receive updates about SFX, you can now elect to receive those updates by updating your preferences in the Support Portal.
See also, Setup Email Preferences to Subscribe to Ex Libris Mailing Lists.
What is the Publish tab?

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 in the Support Portal. 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. Read the "Publication of Support Incident Reports Terms and Conditions." If you agree to the terms and conditions outlined, select an option for publishing cases and click Save Publish.
 
Once you decide to publish your cases, all new cases opened from that point forward will be published by default. You can un-publish individual cases at any time by unchecking the Publish to All checkbox (see How Can I Create a New Case? above).
 
If you wish to un-publish your cases in general, please contact information.systems@exlibrisgroup.com
All information in the case will be published to all Ex Libris Support Portal users. Be mindful of passwords and any other sensitive information in your cases if you elect to publish for other users to search.
What is the Community Knowledge tab?

Ex Libris Customers can now contribute their own articles to the Community Knowledge Section of the Customer Knowledge Center.
If you already have a Support Portal login, go to the Community Knowledge tab to review the Terms of Use:
Click the Accept button to agree to terms so you can begin creating Community Knowledge articles.  Once you have agreed, the Community Knowledge tab in the Support Portal will show a list of the articles you have created, as well as a button to access the form to create a new article.
If you do not need the ability to Submit or Track cases, but you would like to contribute Community Knowledge Articles, there are two additional options:
Learn more about contributing Community Knowledge articles:
Customer Contribution on the CKC
What is the Invite tab?

Support Portal users can use the Invite tab to invite a colleague from their institution to receive access to the Support Portal.
Just Login to the Support Portal and click the Invite Tab and enter your colleague's First Name, Last Name, and Email.  Confirm that the Account field matches the name of your institution (not the code as in the example below), and click Next.
After clicking Next, you will see a message confirming that the invitation was successful.  Your colleague will receive an email to complete their registration.  
If your colleague has any trouble receiving or using their new login, go to the Support Portal login page at https://support.exlibrisgroup.com and click the Login Issues? link.
How do I change my Support Portal password?
Just go the Support Portal and click the Forgot My Password link.
What if the Support Portal is inaccessible or my login isn't working?
If you are having problems logging in, or a colleague you recently invited to access the Support Portal via the Invite tab is having trouble logging in, just go to the Support Portal login page at https://support.exlibrisgroup.com and click the Login Issues? link.
Additional Information
A list of all statuses assigned to cases, and their definitions, can be found here: What is Case Status, and What Does It Mean? 
Article last edited: 28-Jun-2020
 
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Salesforce CRM ügyfélportál dokumentáció magyar 如何申请Ex Libris Support Portal账号
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IntroductionHow do I access the Support Portal?How do I create a new case?What are views used for?How can I edit a case?How can I contact Ex Libris about an open case?How can I search for cases?Can I Read or Edit Cases from other members of my Consortium?What is the Account Assets tab?What is the Email Preferences tab?What is the Publish tab?What is the Community Knowledge tab?What is the Invite tab?How do I change my Support Portal password?What if the Support Portal is inaccessible or my login isn't working?Additional Information