As part of the Improving the Customer Experience initiative, we'd like to hear from you!
Please select your most frequently used support avenue below. If you don't see an answer you like, please leave a comment and explain why.
When communities provides no answer my next option is Google search
CA Support Online
Telephone Call to CA Support
I'm missing Partner Delivered Support in this list.
How about "Call the pre-sales person who sold me the product"?
1. CA Product documentation - (don't laugh!!!) This is my first check to validate that I have everything configured right and that I'm not causing my own problem!
(this is mostly to eliminate the RTFM answer!)
2. CA Support Online - Search engine there next
3. Communities - Search there next
4. Reach out to Pre-Sales - usually to see if they know anything that may be helpful beyond what I have/have not found by this point
5. Call Support - open a ticket***
*** If my critical <$CA_Product> is down due to some strange error or it just died for no obvious reason and I need to recover it right now, I will skip straight to 5. Call support!!
Good point, Chris - the severity level of the issue definitely plays a role in the preferred order.
The communities always provide me the most bang for the buck.
I've seen 'Go-Live's come and go. I'e seen 'Answer Bars' come and go. The users - the subject matter experts in the trenches who do this stuff for a living have always and I hope *will* always be there for me. The communities infrastructure provides a place for these interactions and a framework to persist this knowledge for future users - this I am grateful for.
Please improve the question!
If I need to 'know something' about how to use the product, after the manuals I'd turn to my peer group in communities
but if I have an 'Issue' - which is unexplained, unwanted, or erroneous behaviour in the product, then log a call - not a phone call, for they are disrupting to my valuable technical resource.
so maybe 2 questions
'How to find out something'
'Inexplicable/erroneous product behaviour'
As Chris says - context is everything.
It will depend on the error's criticality and context, but here is is my issue/problem resolution checklist.
1 - Product configuration. This is more frequent during implementation phases and the next few days.
2 - Product documentation, if it seems that some section is relevant to the case.
3 - Talk with colleagues and sort through my old cases and "I remember doing this once" KB.
3 - Google search, if I am not sure the problem is originating in the product itself.
4 - Support Online search, if I think there might be information about this problem in there.
5 - CA Communities search, if I feel it is not worth opening a case or if it seems it will be solved quickly this way. It might be in some specific circumstances.
6 - CA Communities post, if I need an opinion from users or users' experience.
7 - CA Support ticket or phone call, depending on the urgency of the matter.
Retrieving data ...