Getting To Know Case Central
Published
As many of you know, eTapestry Support has started creating cases when you contact us with a question. A case is a unique identifier that allows you to easily follow the life of a question from the time you ask to the time you receive a solution.
Cases are a great benefit for both you as a customer and us as an analyst. Unlike before where you could not access prior questions, you can now view all your cases on Case Central anytime you want. This way you can review old questions to retrieve answers and steps instead of having to re-ask the question or ask us to re-send the information to you. You can even look at your co-workers cases to see if they've already asked your question.
To access Case Central, you will first need to log in. If you don't know your user name and password, or if you even have a blackbaud.com login, click the Can't Log In? button on the log in page. If you have a blackbaud.com login, you will receive an email with your user name and a link to reset you password. If you do not have a log in, you will receive a message to contact your organization's site administrator.
Once logged into blackbaud.com, hover over Support and select Case Central from the drop-down menu. You can view all open and closed cases on the Case Central page as well as view the status of your case, add additional notes, or to respond directly to the analysts working your case.
To create a case:
1. Click create a case.
2. Enter your question or issue, select eTapestry and click Continue. The program then searches Knowledgebase for a solution or User Guide to answer your question or resolve your issue.
3. Review the Knowledgebase results. If your question or issue is not addressed, select the case severity.
4. Enter any additional details or attach files (i.e. screen shots or reports), which can help us understand your question or issue, if appropriate.
5. Click Submit. You will then receive a confirmation email with your case number and the next available analyst will contact with you.
If you use chat or phone Support, we will create the case for you to log your chat transcript or the notes taken during the call.
Case Central is an exciting change and offers advantages for all of our users. Our goal is to continue providing you with more access to online tools that make it easier to utilize eTapestry in your fundraising efforts.
Cases are a great benefit for both you as a customer and us as an analyst. Unlike before where you could not access prior questions, you can now view all your cases on Case Central anytime you want. This way you can review old questions to retrieve answers and steps instead of having to re-ask the question or ask us to re-send the information to you. You can even look at your co-workers cases to see if they've already asked your question.
To access Case Central, you will first need to log in. If you don't know your user name and password, or if you even have a blackbaud.com login, click the Can't Log In? button on the log in page. If you have a blackbaud.com login, you will receive an email with your user name and a link to reset you password. If you do not have a log in, you will receive a message to contact your organization's site administrator.
Once logged into blackbaud.com, hover over Support and select Case Central from the drop-down menu. You can view all open and closed cases on the Case Central page as well as view the status of your case, add additional notes, or to respond directly to the analysts working your case.
To create a case:
1. Click create a case.
2. Enter your question or issue, select eTapestry and click Continue. The program then searches Knowledgebase for a solution or User Guide to answer your question or resolve your issue.
3. Review the Knowledgebase results. If your question or issue is not addressed, select the case severity.
- Problem: The software is operational, but you have time-sensitive questions or are receiving an error.
- Critical: The software is operational, but a critical feature is failing.
- Down: You cannot use the software on any computer.
4. Enter any additional details or attach files (i.e. screen shots or reports), which can help us understand your question or issue, if appropriate.
5. Click Submit. You will then receive a confirmation email with your case number and the next available analyst will contact with you.
If you use chat or phone Support, we will create the case for you to log your chat transcript or the notes taken during the call.
Case Central is an exciting change and offers advantages for all of our users. Our goal is to continue providing you with more access to online tools that make it easier to utilize eTapestry in your fundraising efforts.
News
ARCHIVED | Blackbaud eTapestry® Tips and Tricks
04/15/2013 9:21am EDT
Leave a Comment