1. Login to the My Support Portal.
  2. If any announcements pop-up, click Continue to your Dashboard.
    • Untitled design (1).png
  3. The Portal will automatically open to your My Support Cases page. From there, click the Open Case button.
    • Case Assist 01 select open case.png
  4. A new page will open that says, "Hi <your name>, what can we help you solve today?" Fill out the form on that page with details about your case.
    1. Summarize your problem or question: 
      1. There's a limit of 100 characters.
      2. Make your summary short, but as specific as possible.
    2. Describe your problem or question in more detail: 
      1. Add as many specific details as possible. The more information, the better.
      2. After this field, there is a small yellow circle that will fill in as you type more in the description field. After the circle, there will be the words, "Provide more details." Once you have added a minimum of 10 words, the circle will fill in green and the words will change to "Thank you!"
      3. After the circle, there is a header that says, "Don't know what to write?" and provides a list of prompts that will help you think of details you should include in your description of your problem or question. 
        • Case assist 02 fill in circle.png
    3. Cloud service: Our AI will auto-select a likely Cloud service based on the text of your summary and description, but if it is incorrect, you can pick another service by clicking on another service's button, or More options.
      • case assist 04 Cloud service.png
  5. Click Next.
  6. The next page, titled "These resources might help," will present you with a selection of tiles that include summaries of knowledge articles that may solve your problem.
    1. If you click read more on any tile, a pop-up will appear, showing a preview of that article.
      • Case Assist 06 (2).png
    2. A link to the article page is included at the beginning of the pop-up
      • Click the link on the top of the pop-up.png
        1. To close the pop-up, click X near the upper-right corner of the pop-up window.
        2. After closing the pop-up, a message will appear in that article box, asking, "Your opinion can help others. Was this helpful?" You can select Yes or No. Please take the time to click one, because it directly helps the AI learn which articles are helpful for specific situations.
          • Untitled design.png
    3. After reviewing possible solutions, scroll to the end of the page and click either Abandon Request or Continue to Case Submission.
      1. If you click Abandon Request, a pop-up message will appear, saying, "We're glad you found the answer!"
      2. Click Confirm.
        • Untitled design (1).png
  7. If you click Continue to Case Submission, a new form will appear. Fill in the rest of the details to the best of your ability.
    1. Your Deployment, Service, Subject, and Description will all autofill from the previous form.
    2. Pick a Priority for your case:
      1. High: You are able to perform job functions but performance is degraded or limited.
      2. Medium: Your ability to perform job functions is largely unaffected, but noncritical functions or procedures are unusable or hard to use. A workaround is available.
      3. Low: The Genesys Cloud Service is available and operational; trivial impact to your business operations or you require information or assistance on product capabilities or configuration.
        • NOTE: You may notice that Critical is not a priority option. A Critical case is one where you are experiencing a severe problem resulting in an inability to perform a critical business function. There is no workaround. If you are experiencing a Critical problem, then submit the case as a High priority and call Product Support phone support directly: Cloud Customer Care phone support.
      4. Pick an Implementation Stage: Production or UAT (User acceptance testing).
      5. If there is a security threat, click the Is there a security threat? box.
      6. Pick a Case Sub Type
        • Question: You don't know how to do something.
        • Problem: Something is broken or not working correctly
      7. Enter details on Business Impact: How is this case affecting the operation of your business? Can you not do certain tasks? Is it slowing down your call center staff?
      8. Enter # of Agents Affected.
      9. Enter External Ref # if you have one.
      10. Click Submit. This will take you back to the My Support Cases page, with a small pop-up in the upper right-hand corner, confirming that you successfully submitted your case. Your case will also appear at the beginning of the Cases table on the My Support Cases page.
        • Untitled design (2).png