penelopesupportservice cloud

welcome to the service cloud‣ the Salesforce Service Cloud will replace Athena’s previous support ticket

system on Nov. 26. Here’s what you need to know:If you are a Community User, you will have received an e-mail giving you a link you can use to log in to the Service Cloud Community.

Clicking on the link will bring you here:

Click ‘Save’ here and you will be logged in for the first time.NOTE: if you are not accessing for the first time, simply go to https://athenasoftware.force.com/penelopesupport to log in.

NOTE: if you are not a community user, see slide 15 on how to submit a ticket from outside of the community.

welcome to the service cloudPenelope user Cornelius McHorn is now logged in to the Penelope Support Community.

From here, via the tabs in the top left, he has access to his Cases (tickets submitted by him or other members of his organization) and Groups (Penelope-related user groups to which he belongs).

Let’s look at Cases first. As Cornelius is a new brand new Community member, he does not have any Cases in his view.

Remember: Cases = Support Tickets. To submit a support ticket, click Create New Case.

welcome to the service cloudCreate New Case

1. Choose Location >> 2. Choose Type >> 3. Choose Priority4. Enter Subject and Description >> 5. Click Submit.

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welcome to the service cloudCase Types

An explanation of Case Types:

1. Penelope Down (Not accessible by anyone) = no-one at your organization can access your Penelope system. The system is down and you are not able to access, even though your Internet connection appears to be working as normal when accessing other websites. This is Critical Support. NOTE: Please DO NOT use this case type if you have forgotten your password and that

is the reason you can’t access Penelope. If that is the situation, please use the Technical Support type.

2. Technical Support - any other non-critical support issue or question that you need answered, e.g. you have forgotten your password! This will be the type that you use most often.

3. Enhancement Suggestion - got a suggestion for future versions of Penelope? Let us know with this handy Case Type!

4. Professional Services - use this Case Type if you want to get a quote or more information on any of the Professional Services offered by Athena Software, e.g. Training, Document Building, Custom Data Export or Reporting to Third-Party Tools

(e.g. Excel), Business Analysis / Process Mapping services, System Configuration, Project Management, Custom Learning / Help Resources, Data Migration, etc.

welcome to the service cloudYour case has now been submitted and will be received by the Penelope support team. You can view the details of the case and can edit

the case to update it, if necessary.

Create New Case

Note the Solutions section - our Knowledgebase will soon be integrated with the Service Cloud, so that you’ll be able to view or find relevant

solutions from within the case itself. This will not be available on Nov. 26.

welcome to the service cloudOnce a member of the Penelope support team picks up the case and replies, you will get an e-mail message like this, letting you know

that your case has been updated and that you should log into the community to view it.

Create New Case

welcome to the service cloudAs a Community member, you have a number of options with respect to the Cases that you can view.

Note that you can see cases submitted by other Community members from your organization. You will also be able to see any cases submitted by non-Community users at your organization via our web

form for those who don’t have community access.

Click on the Case number to access the case.

Look to the Case Comments section to see the reply posted by a Penelope support team member (note that this member has also posted a solution in the Solutions

section for you to view).

Click Add Comment to post your reply if necessary.

Cases

welcome to the service cloudCases

After clicking Add Comment, enter your reply into the Comment box in the Comment Details section and click Save.

The Case Comments section will then show the entire history of this case for you to review at any

time.

Cases will be closed by Athena staff once the issue has been resolved.

welcome to the service cloudGroups

As a Community member, you also have the option to join groups where you can engage with your fellow Penelope users

on topics that interest you.

Please note: these are not places to receive direct support from the Penelope team. We will follow the groups and

contribute but please don’t post support questions here.

To ask to join a group, click ‘Ask to Join’ in the Membership column. Once you do, you’ll see the status change to

‘Requested.’

Note that the group in this example has been set up as ‘Private,’ meaning you have to ask the group owner for permission to join. Some groups can be Public, however, and will not require you to

request membership. Once approved, you’ll see that you are now a ‘Member’ of the group and can click on the Group name

to enter and start contributing.

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welcome to the service cloudOnce you enter the group, you will be able to see all previous posts by other group members - these are Penelope users at other

organizations from around the world, as well as Athena staff.

You can also start contributing to the group right away - enter a message on the Post tab and click Share to join the conversation.

Groups

welcome to the service cloudGroups

When entering a post, use the hashtag # symbol to create a ‘topic.’

1. Type in a hashtag followed by the topic you’re looking to create - in this case, Cornelius wants to make the FRSA conference a topic, so he enters #FRSA2013 then clicks enter to make it a topic.

2. He completes his comment and then ... 3. it shows up like so in the feed for this group.

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welcome to the service cloudGroups

You can also post files to the group by clicking on File, then selecting ‘Upload a file from your computer.’

The post with the attached file will show up in a) the group feed and b) in the Group Files section. This probably goes without saying

but please do not upload any files containing PHI (Protected Health Information)!

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welcome to the service cloudGroups

On the Link tab, you can add helpful links for other group members and it will show in their feed when they access the group.

You can even create polls for other group members to vote on!

welcome to the service cloudBut I’m not a Community member. How do I submit a ticket?!!

Don’t worry, we’ve got you covered - you’ll still be able to submit a ticket via a web form we have created, accessible by visiting http://athena-software.net/help-submit-a-support-ticket or by clicking the Submit Ticket tab on our help site at http://penelopehelp.com.

Though you won’t be able to log into the Community to see the Case, you will receive responses via e-mail.

athena

info@athenasoftware.netathenasoftware.net866.806.6014

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