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Experience Cloud | Support and Expert Sessions

Applies to enterprise.

Learn how to use the Adobe Admin Console for Experience Cloud to contact Adobe Customer Care, manage your support cases, schedule sessions with experts, and more.

System administrators and Support administrators can contact Adobe Customer Care from the Support tab in the Adobe Admin Console.


Create and Manage Support Cases

Sign in to the Admin Console and navigate to Support. In order to be able to see the Support Tab, the user needs either Support Admin or System Administrator Permissions. This is described in more detail in the Administrative Roles Article. In case you are still not able to see the Support Tab, please open an incident via Experience League. Please provide additional information, I.e., Company Name, IMS Org ID and Product. To learn about our support terms and processes, see Adobe Support Services Terms and Conditions.

For enterprise support for Experience Cloud, you can also see our Enterprise Support page.

Learn more about the support case lifecycle.

Chat with Adobe Customer Support

To help resolve or troubleshoot your issues, the Adobe Admin Console allows you to chat with Adobe Customer Support. To allow quicker routing and resolution of the issue, ensure that you select the most appropriate topic from the ones displayed in the live-chat window.
After the chat ends, your request and conversation are saved as a case that you can view, track, and manage later.

Schedule Expert Sessions

An Expert Session consists of a 30-minute phone call that covers a how-to topic to assist users with a specific product feature. Each session is scheduled by appointment at a time chosen by you, with the Adobe Customer Support team. The sessions are carried out using a screen sharing software, if needed, that allows a product expert to walk you through complex or new workflows.

Note:
  1. Expert sessions can be scheduled from Monday to Friday and are available only in English.
  2. Ensure that you place a request at least 24 hours in advance.
  3. For longer sessions or more formal training, visit the Training Website for an overview of Adobe training options.

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