The New ProQuest/Ex Libris Support Center: What You Need To Know
On November 8, 2021, the ProQuest and Ex Libris Support Centers will unite to form a single and upgraded customer portal. Soon, you’ll have one destination to help with all your ProQuest and Ex Libris product and service needs. We’ll use this page to provide you with important updates about our roll-out plans, frequently asked questions, post-go-live support, and more. Our plan is to keep this page dynamic, so that you always have the latest information.
Check back here often for regular updates.
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Built with our customers in mind
We’ve built the ProQuest/Ex Libris Support Center with our global community of users in mind. It includes:
An improved, modern user interface
Streamlined workflows and user views that connect you with the right information at the right time
Collaboration and knowledge-sharing technology that enables your signed-in users to start and follow conversations with their peers
Increased privacy and security compliant with GDPR and similar regulations
Knowledge Sharing Groups
Our new knowledge-sharing feature helps users share information with each other. Once signed in, users can begin and follow conversations, or search for specific topics for quick answers. Since the ProQuest /Ex Libris Support Center is built by and for customers, our administrators will monitor for any abuse, but will not moderate.
What to expect during Support Center migration
As we migrate content and test this new resource, our existing support centers will be impacted:
The Ex Libris Support Center (support.exlibrisgroup.com) will be available on a read-only basis November 5 (5 am UTC) through November 7 (8 am UTC) and become unavailable beginning November 7 (8 am UTC)
"Report to Ex Libris" from Alma/SFX and the online chat support will not be available starting November 4 (9 pm UTC)
The existing ProQuest Support Center (support.proquest.com) will be unavailable Thursday, November 4 (9 pm UTC) until Monday, November 8 (8 am UTC). Responses to any issues reported to us via any email (such as email@example.com) will be delayed
If you experience a service or component down situation with your ProQuest/Ex Libris products while the support centers are unavailable, contact us at firstname.lastname@example.org . Note that ProQuest/Ex Libris product access and functionality will not be affected by this transition.
On Monday, November 8 (8 am UTC), your new ProQuest/Ex Libris Support Center opens to serve all your ProQuest and Ex Libris needs. The Ex Libris Support Center (support.exlibrisgroup.com) will be deactivated and will redirect to the new ProQuest/Ex Libris Support Center at support.proquest.com.
What to expect at launch
When you arrive at the new ProQuest/Ex Libris Support Center, you’ll be asked to reset your password and then you’ll be ready to go. It will feel familiar as you submit cases and interact with your support team members.
Data continuity is a top priority
We are migrating more than 94% of all cases to the ProQuest/Ex Libris Support Center, including all open cases and closed cases that were opened from 2015 forward. These cases will be visible to you and all entitled users in your institution.
Training and documentation to get you started
While the ProQuest/Ex Libris Support Center is extremely intuitive, we’ve provided tips, tools, and training so you can get the most out of this resource. They include:
Live and recorded webinars available for every region. Find the slides here , Q&A here and the recordings below:
Question: What’s happening to the Ex Libris Support Center? What’s happening to the ProQuest Support Center? Answer: The ProQuest and Ex Libris Support Centers will combine to form a single and improved customer portal. For the many customers who have both ProQuest and Ex Libris products, the ProQuest/Ex Libris Support Center will become the single destination to address all their needs. As a bonus, you’ll also enjoy a new and upgraded user experience!
The new Support Center will reside on support.proquest.com, with an automatic redirect from support.exlibrisgroup.com.
Question: Is the Ex Libris Knowledge Center changing? Answer: No, the Ex Libris Knowledge Center continues at its current location and with current functionality.
Question: What’s different? How is it better? Answer: The new Support Center has modern features that reflect the needs of our users, including:
Knowledge-sharing technology that enables signed-in users to start and follow conversations
Functionality that enables you to create your own personalized case list views
Enhanced privacy and security that complies with GDPR and similar regulations
Streamlined workflows and user views to connect users with the right content at the right time
Question: What about my current cases? What happens to them? Answer: We’re migrating all open cases from existing portals along with closed cases that were opened in 2015 or later (more than 94% of our case archive). You will find all your active cases in the new portal.
Question: Will I continue to have access to existing support channels? Answer: Yes! You will continue to be able to submit cases, engage in chat, and "Report to Ex Libris" from within Alma and SFX, the redirect will be automatic.
Question: What if I rely on email to case channels and do not typically log in actively to the Support Center? Answer: You can continue to do this and will notice only a small change in Status categories.
Question: Will my institution’s published cases be visible to all users? Can I share my cases with other Support Center users? Answer: The new ProQuest/Ex Libris Support Center is designed to protect the privacy and security of your data. In the new Support Center, it will not be possible to publish cases. In the new Support Center, it will not be possible to publish cases. With your permission, your Ex Libris published cases will be available as Knowledge Articles, visible to logged-in, authenticated users only.
Here’s what you need to know about publishing your cases as Knowledge Articles:
Knowledge Articles will be visible to logged-in, authenticated users only
With your permission, we will publish all your institution’s closed, published cases from 2015 forward as Knowledge Articles
Without your permission, none of your institution’s closed, published cases will be published as Knowledge Articles
All cases that have been opened since January 2015 will be available to your entitled institutional users, regardless of your decision to publish them as Knowledge Articles
You can access the form to provide permission here
If we don’t hear from you by November 6, we will not publish your cases.
Question: How do I get up and running on the ProQuest/Ex Libris Support Center? Answer: You can expect a smooth transition to the new Support Center.
No new URLs: The new Support Center will reside on support.proquest.com, with an automatic redirect from support.exlibrisgroup.com
Simple sign-in: Your existing Support Center user emails will automatically migrate – just set a new password and you’re good to go
Quick-start resources: While the Support Center’s interface is very intuitive, here are some resources to help you get started:
Live and recorded webinars in every region. See the schedule here
Coming soon! Documentation including FAQs, user guides and knowledge articles
Question: When does the ProQuest/Ex Libris Support Center launch? Answer: We’re expecting to launch on November 8, 2021.
Question: What about after go-live? Answer: If you need additional help logging in, we have created a dedicated form https://support.proquest.com/s/login-issues for access and log-in issues, it will be available upon go live from the log in page itself as well.