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Should it be a Forum discussion, or should a case be submitted?

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‎05-13-2020 06:19 AM
‎05-18-2020 08:53 AM

When encountering a problem, or have a question regarding ServiceMax, the first places to check are Online Help, Training, or the Community Knowledgebase.  If you cannot resolve your problem or question, you can choose to post it in the community Product Discussions Forums or log a case.  When deciding whether a Forum post or a Support case is the best way to go, the following article can help provide some guidance on choosing the best avenue for support.

 

When should it be a discussion?

The discussion forums are the go-to place to ask questions, help each other and learn.  It also provides options for peer-to-peer support from those who use ServiceMax on a regular basis.

Utilizing discussion forums are best under the following situations: 

  • How to use features within the ServiceMax product
  • Business use cases specific to your business which may be utilized by other similar organizations
  • Solutions to work arounds that others have found
  • How others are using certain features of the product
  • Customization scenarios
  • Enhancement requests – these can be filed in the Ideas Exchange

Note:  Not all ideas are great and not all work arounds are advisable in every situation.  You assume any and all risks when implementing suggested solutions from community members not associated with ServiceMax.

When should you log a case?

Sometimes despite your best efforts to find an answer, it is necessary to log a case.  Logging a case is recommended in these scenarios:

  • P1 - Everyone is down
  • P2 - Business is impacted
  • Need to keep company information from being exposed
  • A product defect is suspected
  • Upgrade assistance is needed
  • You would like to participate in the beta program
  • Access to certain features are needed (for example, Service Board)
  • Troubleshooting is needed, requiring access to the org by Support
  • Unresolved errors are occurring, impeding usability of the product
  • Information is needed but unable to find it in documentation or through a forum post
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