The excitement never quite stops at ServiceMax. From our recent Maximize conferences (in Las Vegas, Tokyo, and soon Berlin) to our spot in the Magic Quadrant, we are truly growing and evolving as a company. As we progress, we want to make sure our systems that support our customers progress too. Thus, we’re extremely excited to announce that Deirdre Yee and I are in the midst of enhancing our overall Community with a new look and feel, as well as launching a brand-new Customer Support Portal led by George Piper and his Support Team.
As many of you know, we were acquired by GE Digital in January of this year. We believe it is time to bring over that “GE Digital” look and feel we love to our Community. Besides the updated appearance, we are reorganizing the content to make it easier for you to share with others, navigate through, learn from, and collaborate with.
There will be no major changes that affect your registration, your content, or your earned points.
The Community will remain your entry to the new Customer Support Portal, so accessing support will still remain the same. Our new Support Portal is built on the Salesforce Community platform. As soon as you log in, you’re welcomed by various avenues of support and resources
You can explore our Knowledge Base to browse by topics, review trending articles, or view product impacting updates and announcements. If you can’t find what you are looking for in there, the Case Managementspace offers you a place to create a case. As a Premier Support customer, you will also have access to reports and dashboards designed to help monitor your cases with Support.
We’ve heard your feedback and these upcoming changes embody what you’ve told us. You want faster, quicker, and easier to navigate systems set in place, and we’re ready to deliver. We hope that our updated Community infrastructure and new Customer Support Portal will be a place that can both improve your ServiceMax experience and also help us understand what you need and what’s important for you.
We will continue to update you as the changes become closer, but please reach out to me, Deirdre Yee, or George Piper for any other questions you might have!
What does this mean for me?The updated Community will have a better user experience: content will be more organized and visible, and the space itself will be more open, allowing for more open communication between the ServiceMax Team and community users.
The new Customer Support Portal will provide you with a seamless case management process that is still managed by our Technical Support Team.
What is required of you?Nothing right now! In the near future for the new Customer Support Portal, those with a current self-service user will receive an email with greater detail. This email will include timelines, accessing the new portal and information on the deprecation of the old portal.
When will this be available?We will be launching the final Community updates and the new Customer Support Portal on Monday December 4, 2017.
We'd love to get your input. What works on the Community? What do you want more of? Let us know and we can incorporate it into our future plans!