USER GUIDE GLOBAL CUSTOMER SUCCESS. CA Technologies New User Guide. Get the most out of your CA experience

Transcription

1 USER GUIDE GLOBAL CUSTOMER SUCCESS CA Technologies New Guide Get the most out of your CA experience

2 2 CA TECHNOLOGIES NEW USER GUIDE ca.com Welcome to CA Technologies Welcome to CA Technologies. We appreciate having you as a new customer and are committed to your success. When you adopt a solution from CA, you gain access to an award-winning team of professionals whose mission is to make sure we eliminate any barriers between your ideas and business outcomes. We focus on delivering this mission by putting your organization at the center of all we do and earning your trust as a strategic partner. We do this by: Focusing on the experience you want to have and delivering it. We know you ll go through an entire lifecycle of learning, adopting and expanding your use of our technology, and we ll be there for you throughout the journey. Customer Success Teams are available to assist with implementations and Customer Care is accessible 24 hours a day, seven days a week at Dayton Semerjian General Manager, Global Customer Success Responding uickly when you ask us uestions. We are proud of the top marks our technical support teams earn in customer satisfaction surveys. We look forward to sharing our expertise and handling your reuests with speed and reliability. Providing you with the right resources. Our technical, education and account team professionals along with an array of self-service options, including online CA Communities offer great ways to connect, learn and share. Soliciting your feedback and responding to it. We want to hear about your ongoing experiences with us and how your needs evolve. Please expect invitations to share your feedback via surveys throughout the year. Thank you again for choosing CA. We look forward to serving you. Sincerely, Dayton Semerjian

3 3 CA TECHNOLOGIES NEW USER GUIDE ca.com What s In This Guide? Who s Who? 4 Register With CA 4 Learning With CA Education 6 Partnering With CA Services 6 Working With CA Support 6 Joining the Communities 7 Accessing Premium Content 8 Customer Success Resources 8 Helpful Online Resources 9 Getting Started Checklist 10

4 4 CA TECHNOLOGIES NEW USER GUIDE ca.com Who s Who? Your success is our responsibility Across CA, multiple teams are committed to your success. You can count on us to be a strategic partner and to consistently deliver a superior experience. We put your organization at the center of all we do, and we orchestrate each customer interaction to ensure positive business outcomes. Ultimately, when you succeed, we succeed. Guidance General Questions Technical Support Customer Success Team Responsible for CA orientation and product onboarding. Schedules roadmap presentations. Schedules check-in meetings for product success against business outcomes. Monitors product installation and adoption. Provides contact for services and support escalations. Shares best practices. Customer Care Provides license keys. Provides ca.com assistance (including registration, password and product download support). Provides chat support. Provides education support for course access and LMS troubleshooting. Provides partner support for portal access. Provides account services (such as billing and address changes). Offers non-technical assistance in Customer Care Community. Support Engineers Provides product support for downloads, installation, upgrades and migrations. Provides chat support when opening a new case. Participates in communities to help answer product related uestions. Writes publically accessible knowledge articles based on past issues to help facilitate self-service support. Submits product change reuests to product engineering teams. Register With CA Why register? Visit ca.com/register to gain access to product downloads, premium support content and case management. Registration Access Basic Access CA Education CA Support CA Partner CA Partner Portal X Product downloads X X Support case management X X Premium support content X X Solution downloads X X Certification exams X X CA Communities X X X X Product Ideation X X X Instructor-led and online courses X X X Webcasts X X X X Ca.com content X X X X Customer Validation Program X X X X Product documentation X (limited view) X X X

5 5 CA TECHNOLOGIES NEW USER GUIDE ca.com New to CA? Registration can take up to 48 hours. Use your business address to access CA Support content. Having trouble? Click to chat with customer care, or give us a call. First time users: Check Basic Access and CA Support. Select Enterprise Support Access. Enter your Enterprise Site ID. Each team member should register at ca.com/register with your company address and Enterprise Site ID. (Note: Providing a non-corporate domain will cause delays and possibly result in the denial of your registration.) Your Enterprise Site ID can be obtained from your site administrator or from a CA Customer Care Representative at Go to ca.com/ phone for numbers outside North America. New registrations can take up to 48 hours to approve, so we advise all new users to register promptly, which will help ensure they can access product downloads and case management when needed. Already registered and need to add support? If you previously registered for Basic Access and need to add support, simply edit your profile. Go to ca.com and Update Profile and select Edit to update your Site ID and your personal information. Access the CA Case Management app Start by clicking Edit at the bottom of the page. Keep track of your support cases while you re away from your desk. Download from the App Store > Download from Google Play > I work with many product vendors and I understand the value of good support. CA Support is really helpful when we need them most. Financial technology services provider

6 6 CA TECHNOLOGIES NEW USER GUIDE ca.com Education and Training Join one of the 25,000 courses taught each year by award-winning instructors who average more than 20 years of experience and boast a 94 percent satisfaction rating. Explore your learning path, then sign up for free product training or search our full course catalog. If you are in search of continuous learning, take advantage of CA Learning Subscriptions for unlimited access CA delivers a rich array of free training resources that help you make the most of your investment. Access our free, instructorled webcasts and web-based product training courses by visiting ca.com/freetraining. Know more. Start now. 3. Purchase individual courses or take advantage of CA Learning Subscription 2.Take a free training course 1. Explore Learning Paths Success Management Organizational Enablement Business Outcomes Technology Services Partnering With CA Services CA Services can help you get the most business value from our industryleading software. Leveraging our expertise and best practices, we ll work with you to align project goals to those of your business, and help you achieve success through: Organization enablement. Get your team up and running uickly so you will get value from your solution sooner. Technology services. Implement a flexible solution that delivers incremental value and that will grow and adapt to evolving business needs. Success management. Assist in the development and execution of a clear plan for long-term success. Visit ca.com/services to see the range of services available. Working With CA Support We offer a separate document dedicated to guiding system administrators and users through Support.ca.com. Review Working with CA Support to learn more about CA Support services, resources and processes. The guide provides detailed information on these and many other topics: CA Support objectives, roles and responsibilities. CA Support case management. How to customize your online experience with CA Support. Managing your implementation and upgrade projects. Accessing and using product documentation. Working With CA Support Guide for enterprise customers and partners

7 7 CA TECHNOLOGIES NEW USER GUIDE ca.com Joining the Communities CA Communities is the place where customers have 24/7 access to collaborate on CA products. The platform goes far beyond social networking. Customers, partners and CA employees come to these communities to get answers, submit ideas, share best practices, view product tips, attend webcasts and more. CA Communities are open to the public for browsing and searching. If you are a registered user, you will have access to comment, vote on product ideation and more. Network with your peers One benefit of joining these communities is to meet peers and experts who use the same products you do. Special programs such as Communities Champions, Community Spotlight, CA World meetups and webcasts are available to the most active community members. Find answers CA Communities are divided by expertise and product sets. Each individual community has a different customer base with different levels of interaction. On average, more than 50 percent of the uestions posted in the community are answered within one to two days. Submit ideas Multiple CA Product Managers mine their community for product ideas and feedback. The official process for submitting feedback is called Ideation, which is documented here. In short, customers help shape future versions by submitting ideas and gathering votes from their peers. To date, customers and partners have contributed to more than 2,000 product features and enhancements. Ready to get started? Start with The Water Cooler community, your go-to spot to ask uestions, submit ideas, or find tips, tricks and training pertaining to CA Communities. Get product tips The community goes beyond tackling issues. Product communities foster innovative conversations with tips on how to take product usage to the next level. Technical tips are one of the most viewed content types within communities. CA CHAMPIONS The CA Community Champions program brings collaboration between customers, partners, and CA employees to a higher level. As a way to say thank you for their prior year online contributions, CA Champions gain exclusive access into CA Technologies, special privileges, and are recognized internally and externally as influencers in the communities. Our goal is to have CA Champions regarded as thought leaders across the industry within their areas of expertise.

8 8 CA TECHNOLOGIES NEW USER GUIDE ca.com Accessing Premium Content Customers who have a current Software and Maintenance Agreement in place have access to CA Support and premium content. To confirm the Maintenance packages purchased by your company (per Site ID), contact CA Customer Care at Go to ca.com/phone for numbers outside North America. Once your registration is connected to the proper Site ID, you ll be able to access all the premium content and support that your company site is entitled to. Premium content includes: Support case management Chat support (learn which products are included) ca.com/chat Support escalation access Downloads for products, solutions and patches Extended knowledge-base articles Advanced search capabilities Customer Success Resources Every department within CA is dedicated to the success of our customers. If you ever have a uestion regarding product registration, support escalations, product roadmaps or general uestions about navigating CA, you can start with your Customer Success Manager. If you are not sure who your Customer Success Manager is, contact CA Customer Care at Go to ca.com/phone for numbers outside North America. For more details, download the Global Customer Success Solution Brief You really excel in response time and also in expertise. We always get a uick response with relevant uestions from the start. Worldwide outsourcing provider

9 9 CA TECHNOLOGIES NEW USER GUIDE ca.com Helpful Online Resources Source Ca.com Ca.com/support What s here? Data sheets for products and services E-books Infographics Video overviews CA Maintenance details Upgrade support services Fast track support services Customer case studies Training paths Analyst information Third-party reviews Chat with presales engineers Enhanced engineer services Customer Success Advocate Program Calearning.ca.com Communities.ca.com Training schedule Training transcript Training analysis Peer-to-peer discussions Networking Product information Learner full guide Learner uick reference guide Product help Product tips Ideation Docops.ca.com Support.ca.com Trials.ca.com Product announcements Getting-started information Installation procedures Detailed product usage information Support case management Knowledge-base articles Product notifications Download products and solutions Product compatibility listings Download trial software Get APIs Administration procedures Examples Reference information Downloadable documentation SaaS performance sites Support policies Support search Product lifecycle dates View demos Enable.ca.com/partner ca.com/caworld The Partner Portal is only available to registered CA Partners. If you have uestions about your partner status, contact CA Customer Care at Go to ca.com/phone for numbers outside North America. Learn more about CA World, the flagship event for CA customers, partners and prospects. Visit this site to hear about upcoming events and see highlights from prior conferences.

10 10 CA TECHNOLOGIES NEW USER GUIDE ca.com Getting Started Checklist: Your First 30 Days Task Start here Role ca.com/register Register all employees who will need access to customer care, downloads, documentation, education, communities, product support or other premium content. Schedule onboarding overview with Customer Success Team Member.* ca.com/phone Manager Executive Partner Review product documentation and latest release notes. docops.ca.com Contact CA Services.** ca.com/services Download your product. support.ca.com and navigate to Download Center Implementer Join and follow relevant product communities. communities.ca.com Register for free training. ca.com/education Contact CA Education to create your learning plan. ca.com/us/education-training/ learning-paths.html Subscribe to product notifications. support.ca.com and subscribe from your profile under my account Access getting started instructions in product documentation. docops.ca.com/home *If you have not been contacted by the Customer Success Team, please contact Customer Care at Go to ca.com/phone for numbers outside North America. **If you have not yet purchased CA Services and are interested in learning more about how our offerings can get you up and running uickly or help you get more out of your CA solution, visit ca.com/services. Connect with CA Technologies CA Technologies (NASDAQ: CA) creates software that fuels transformation for companies and enables them to seize the opportunities of the application economy. Software is at the heart of every business, in every industry. From planning to development to management and security, CA is working with companies worldwide to change the way we live, transact and communicate across mobile, private and public cloud, distributed and mainframe environments. Learn more at ca.com. Copyright 2018 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your informational purposes only. CS _0218