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
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