Articles
Setting up a GoTo Assist Corporate Session
You will need to get access to Goto Assist Corporate from IT.
Log into Goto Assist corporate.
Click on the arrow pointing up in the bottom scroll bar of your desktop and then right click the bell icon.
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Troubleshooting Steps for Support
Identify the issue . This includes not just reading what the customer wrote, but understanding it, and why it is a problem for them. Note that c ustomers do not always report what their actual problem is. Sometimes they repor...
General Troubleshooting Tips for Support Cases
Description of Issue:
What question should be asked when contacting the customer on a new support case?
Resolution:
Below are some general questions and tips to get a resolution for a support case.
...
Support Rep Tips
You should be constantly testing case issues in the testing environment. This is the best way to learn the system.
Stay up to date on emails. You may not always have time to answer right away, but you can at least read t...
Setting up your Calendly/GoToMeeting integration
Step 1: Go to your Calendly link ( https://calendly.com/event_types/user/me ) Step 2: Select Integrations Step 3: Select GoToMeeting Step 4: Connect GoToMeeting and Calendly. *Note – Ther...
Suggestions for Finding/Tracking Related Cases/Parent Cases in SalesForce
The following are not required procedures, but they are Amy's tips and tricks on ways to make finding and tracking cases easier.
Once a Case has been assigned to me, I always try to update the Case Subject Information to be more specific so it ...
Password Portal Site Troubleshooting
The password portal allows all internal and hosted customers with a SedonaASP domain account to change/reset their passwords, unlock their account, & update their email. The password portal is required for Hosted customers in AWS in order for them t...
Updating Customer Critical Notes
Step 1 - Go to Customer’s Account Page
Step 2 – Scroll down to Account Information section, and click the edit icon next to “Critical Notes”
Step 3 – Type the message you would like to alert into the Critical Note...
How to Check Applied Sedona-X Licensing
Author : La Marr Bascomb Audience: Internal Only How to Check Applied Sedona-X Licensing Issue: If you find yourself in need of confirming how many Sedona-X Users a customer is licensed for, you can check in Octopus. ...
Assigning a SalesForce Case to a Technician
Assigning A Case to a Technician Step 1 – Open case to view customer concerns and ensure all important case information has been entered correctly, such as: Account Name Contact Name Product Subject Description (and any screenshots tha...
What to do with Support Cases when the Customer is on Support Hold
Link to Billing and A/R Contacts article: https://securityandalarminternalkb.knowledgeowl.com/help/billing-and-accounts-receivable-contacts Step 1 - Please confirm that the Support Hold was placed PRIOR to the case being submitted. If the S...
Billing and Accounts Receivable Contacts
These contacts can be shared with customers for questions about their invoice: Manitou, SGS, SIMS, Phoenix (Bold A/R) - ar@boldgroup.com AlarmBiller, SedonaOffice, Managely (Perennial A/R) - perennial_ar@boldgroup.com These contacts are IN...
How To Enable Portal Access – Management Level
* Important: We can provide Manager access for up to 3 contacts on an account, but they must request it so we have a record that they can see all cases for the account and not just their own. * Step 1 – Find the contact that nee...
How To Enable Portal Access – Regular Employee Access
Step 1 – Find the contact that needs Portal Access enabled through the “Related Contacts” for the company. Click on their name (highlighted in yellow below) to bring up with Contact information page (Reference Photo #2). Step 2 – C...
Case Creation Bold Group Portal
If a customer needs Sedona Office technical support, they can create a support case in the Bold Group portal. https://support.boldgroup.com/s/ . The following steps are needed before the Bold Group portal can be used. The user must be a company ...
Case Creation via Sedona Email
If a customer needs Sedona Office technical support, they can create a support case by emailing Sedona Office support with this email: sedonaoffice_support@boldgroup.com A reply email will be returned with a case number assigned and a message c...
How to Run SQL Profiler Trace to Capture Information
Issue: Customer is receiving errors in their SedonaOffice company. Is there a way to get more information on why the errors occur? Resolution: SQL Server Profiler can capture information from processes accessing the SQL serve...
Unable to Reach Hosted Sites/Sites Not Loading or Can't Connect to Hosted Customer Machines
Issue:
During your day, you may encounter issues with a website not loading or not being able to RDP/Connect to a server previously could.
Resolution:
There could be a few different reasons you cannot reach a site su...
Mouse Scroll Wheel Not Working in Certain Areas of SedonaOffice
If this issue is only occurring for specific users or specific workstations, the customer likely will need to consult with their IT about how their local machine is connecting or utilizing the SedonaOffice Client. Below are some of the items they ma...
HOSTED QuoteWerks Integration in Communal SedonaOffice Environment
For communal hosted customers with QuoteWerks , their SedonaMaster Company table should use the named instance ( e.g. SQLAWS1\ ExampleSQL ) in the Computer Name and Document_Server columns. See below example . LoudSec_Fina...
Support Scope Overview
Our support services are designed to ensure that your system operates reliably, and that issues impacting existing functionality are resolved as quickly as possible.
Support requests generally fall into three categories: Included Support, Limit...
How to Escalate a Support Case to Critical - Business Management
Step 1 – Once you have read through or spoke to the customer and confirmed the Support Case should be escalated to Critical status, first update the “Priority” of the case to read “1- Critical” , then edit the “Impact” to read “Critical”, as w...
Requests for Business Management Database Schema/ Data Dictionary / API Swagger Information
160389, 158695, 79337, 75118 You may encounter customer requests for proprietary information around the BM software Database Schema, workings, and API. This table explains what information is available and what is required. Product ...