Understand the role of support delegates within your organization, and how to add or remove support delegates.
With every contract, each organization designates several people to be recognized as Supported Users, within Adobe's CRM system. Organization may have as many Supported Users as they want.
Supported Users / Administrators are different from System Administrators or Product Administrators. Administrators have access to the Admin Console or product interface. Supported Users/Administrators have full access to Experience Cloud Customer Support.
When an individual within your organization is recognized as a Supported User, they can create and manage incidents with Customer Support, including:
For Adobe Campaign and Adobe Experience Manager, the System Administrator of your company can grant Support Administrator access rights. For other DX Solutions, individuals can reach out to Adobe Customer Support. Refer to the Support Overview for more details. If they are not listed as a Supported User, TSEs will try to verify that the user has a valid account on the product for which the request was made. If not, only Limited Support (I.e., General and basic questions about DX Solutions) will be offered.
For Adobe Campaign and Adobe Experience Manager, the System Administrator can grant and remove Support Administrator Access as needed. For other DX Solutions the System Administrator can reach out to Adobe Customer Support to remove Supported Users.
If you are not a support delegate, but have a quick question you're hoping to get answered, there are a couple ways to get Help: