Searching for Answers
Find out how to locate the answers you need using the Support Portal.
Last update: Onboarding
How to access customer support
This document outlines various customer support options available through the Support Portal, requiring user login for specific requests. It highlights the search bar as the first resource for finding information in the knowledge base, followed by instructions for creating support cases via email, telephone, or live chat. Users can also engage with the community for additional assistance. Important notes include the necessity of urgency indication in support requests and guidelines for non-portal members seeking access.
Onboarding
How can I interact with other Support Portal Community users?
The document provides an overview of the "Ask the Community" feature on the Support Portal, enabling users to pose questions and share knowledge within the Support Portal Community. It outlines how to access the forum, create discussions, sort content using filters, and manage posts and answers through editing, liking, and bookmarking features. Users can select product categories for their questions and interact with other members to foster a collaborative support environment.
Onboarding
How do I search all content for answers?
This document provides guidance on how to effectively search for answers within the extensive online content of the Support Portal. It highlights three main search methods: using the search bar with precise terminology, utilizing the Virtual Assistant for quicker responses, and engaging with the community through the 'Ask the Community' feature. Each method is aimed at helping users find relevant information efficiently, with tips to refine searches and leverage available tools for optimal results.
Onboarding
Which level of Support is best for my needs?
The document outlines the features of a Support Portal designed to assist users with product-related queries. It includes a search bar for finding answers, a virtual assistant for support options like email, phone, and live chat, and a community section for peer advice. Users can raise support cases for unanswered questions, and urgent matters can be prioritized through a dedicated case form. Detailed instructions are provided for navigating the portal effectively.
Onboarding
Support - Frequently Asked Questions
This document provides a comprehensive FAQ guide for users of the Wolters Kluwer Support Portal, covering registration, login issues, password recovery, and multi-factor authentication (MFA) access. It outlines steps for registration through an organization’s Account Administrator, troubleshooting access problems, and guides users on how to log support cases, utilize the search feature, and access the UserVoice feedback forum. Additional tips include ensuring the portal's compatibility with modern web browsers and joining news groups for updates. The guide aims to streamline user support and enhance user experience within the portal.
Onboarding
Ask the Community - Code of Conduct
This document outlines the rules of conduct for the Wolters Kluwer Support Community, emphasizing professionalism, respectful communication, and the prohibition of offensive language and competitor promotion. It highlights the importance of privacy, particularly regarding personal data, and establishes consequences for misconduct, including potential suspension from the community. The document also notes that moderation is at the discretion of the administrators, who may remove content or suspend accounts as necessary. Overall, it aims to foster a constructive and collaborative environment for all members.