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Experience Cloud | Support and Expert Sessions

Last updated on Jul 08, 2021 06:29:37 AM GMT | Also Applies to Experience Cloud

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Learn how to access the support options on the Admin Console, manage your support cases, schedule an Expert Session, and more.

The Support tab in the Admin Console lets you access various support functions through a simple and easy-to-use interface. Among other things, it allows you to create and manage cases, chat directly with Adobe Customer Support representatives, and schedule sessions with experts.

Note:

System administrators and Support administrators must sign in to access the Support cases and Expert Session options.

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.

Creating a case allows you to contact the Adobe Customer Support Team about any issues that you face with your Adobe products.

In the Admin Console, navigate to Support > Support Summary.

Identify and select the category your issue falls into: Administration, Creative Cloud, or Document Cloud or Experience Cloud. For example, if you are facing an issue with Adobe Experience Manager (i.e., AEM), select Experience Cloud. But if your issue is related to managing your users or licenses, select Administration.

Click Create Case. The Create Case window opens.

Alternatively, choose Support > Support Cases and click Create Case.

Select the type of issue you are experiencing from the given options: Managing users and licensing or Creative Cloud / Document Cloud or Experience Cloud. Again, click Create Case.

Note:

The issue category you select in the Support Summary page appears as selected in the Create Case window. To allow for quicker routing and resolution of your case, ensure that you select the most appropriate category.

Provide more details about your issue in the window that appears.

Details to Be Filled	Description
Specify a Product	Specify the name of the product in the given field. To see a list of options, type the first few letters of the product name. This option is not available if you want to create an administrative case. Please select a product component from the list below:
	Administrative Product: Request for additional AEM Projects Licensing-related questions General questions about the products
	Adobe Experience Manager: AEM Managed Services AEM On-Premise AEM Brand Portal AEM Dynamic Media/Scene7 AEM Screens AEM Mobile AEM Communities AEM Forms AEM as Cloud Service - Sites AEM as Cloud Service - Assets	Adobe Campaign: Campaign Classic Campaign Standard
Provide more Details about your Case	Field details for Adobe Experience Manager i.e., AEM only: Project: Select the project, you want to open a ticket for. Environment: Select the relevant Environment for this issue (E.g., Dev, Stage, QA or Production). Product Version: In order to find out the Project Version, open the AEM instance URL and add /system/console/status-productinfo. Product Offering: Select the product sub category, (E.g., AEM Sites, Assets or Forms, etc).	Field details for Adobe Campaign, i.e., AC only: Environment: Select the relevant Environment for this issue (E.g. Prod, Stage or Dev). Product Version: Find the Product Version by launching the instance. Navigate to Help - About in Client Console. Server Build: Find the Server Build Number by launching the instance. Navigate to Help - About in Client Console. Console Build: Find the Console Build by launching the instance. Navigate to Help - About in Client Console. Product Offering: Select the product sub category, (E.g., E-mail, SMS, Push, Direct Mail, etc). Instance URL: Please provide the URL of the instance you are requesting assistance for.
Select the Priority of the Issue	Depending on how the issue impacts your operations, classify it as follows: P4 (Minor): Select this option if the issue does not cause any significant interruptions to normal operations. This option can include issues related to APIs and integration, installation and configuration inquiries, enhancement requests, or documentation questions. P3 (Important): If the issue interrupts normal operations, select this option. For example, malfunctioning or incorrect behavior of the software. P2 (Urgent): Choose this option when there are serious interruptions to your business' normal operations. For example, if the issue negatively impacts an enterprise-wide installation, urgent deadlines, or causes financial risk to business. P1 (Critical): If the issue results in outages or extremely serious interruptions to a production system, please call us so we can serve you immediately.
Quantify the Impact of the Issue	Based on the scale at which the issue affects your organization, select one from the following options: Small: One or two users impacted Medium: A specific group of users impacted Large: Most users impacted
Summarize the Issue	Provide a descriptive summary of your issue. Mention what the specific problem is and what you are seeing. Examples of descriptive summaries: Error "Could not process incoming SAML response" with Federated ID "Account not recognized" in support panel Error 400 or other error when attempting to validate a domain claim Users, groups, or identity panel is blank Change Domain Claim from Enterprise ID to Federated (or conversely) Receiving the error "An invitation with this code was not found"
Describe the Nature of the Issue you're Facing	State your queries or describe your issue in detail, including the workflow that caused the issue and steps to reproduce. Include details about when it first happened.
Attach Screenshots or Files that can help describe the Issue (optional)	You can attach relevant files under 20 MB to the case. For example, a screenshot of the error. Executable and DLL files are not supported.

Note:

If the issue results in outages or serious interruptions to a production system such as the following, call Adobe Customer Support immediately.

A complete crash of the system or interruptions in main functions of the production system
Data integrity compromised
Imminent financial losses due to missing critical project deadlines or deliverables

Click Next to add more details about the issue. In the window that follows, fill in the following information:

Details to be filled	Description
List people you want to notify	You can add more email addresses to which you want Adobe Customer Support to send case updates via email. You can notify up to ten people.
Phone number	Provide a contact number so that an Adobe Customer Support agent might contact you via phone to troubleshoot or ask for clarification.
Time zone	The time zone is populated by default, according to your system's information.
Working hours	Use the time slider to let us know the best time of day to reach you.

Click Submit. A support case is created, and a notification displays.

When you submit a case, a case ID is assigned, and you can track the progress via the Admin Console. All responses are updated to the case, and are also sent by email.

To view the details, or update a support case, click the title of the case on the Support Summary or the Support Cases page.

To view and track your organization's open and closed cases, navigate to Support > Support Cases in the Admin Console.

The Open tab on the Support Cases page provides details about the ongoing cases. The list is color-coded and sorted according to status, with the cases requiring action at the top.
Once your case is resolved, you are able to view the case history under the Closed tab on the Support Cases page.

To update a case, navigate to Support > Support Cases in the Admin Console, and click the case title. A screen with all information about the case appears.

You can perform the following actions on this page:

View Case Details: Click Details under the case name on the screen that appears when you open a specific case.
Update Contacts: To email case notifications to multiple people, click the three dots opposite the Contact tab. Then, select Update contacts. In the window that appears, add the relevant email addresses. You can notify up to ten people.
Add Comment or Attachment: To provide new information about the case or respond to Adobe Customer Care, you can add comments after the case creation.
- To add a comment, click Add comment under the Discussion tab. Then, click Submit.
- To add an attachment, select Add attachment under the Discussion tab. Upload your files and click Submit.

Note:

You can attach relevant files under 20 MB to the case, for example, a screenshot of the error. Executable and DLL files are not supported.

Close or Escalate a Case

To close a case, click Close Case under the Actions tab. In the window that appears, provide details about why you want to close the case, and click Submit.
If you are not satisfied with the case resolution, you can escalate a case. To do so, click Escalate Case under the Actions tab. Provide details about why you want to escalate a case in the relevant fields. Click Submit. Both the Manager and the responsible Technical Support Engineer will be notified.

Reopen a Case: You can reopen a case within 14 days of closure. To reopen a case, click Reopen Case under the Actions tab. In the window that appears, provide details about why you want to reopen the case. Click Submit.

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.

To chat with Adobe Customer Support, do the following:

In the Admin Console, navigate to Support > Support Summary, and click Start Chat.

A live chat window appears with a set of pre-defined chat topics. Select any one from these topics.

Start Chat Session — Live chat window with a set of pre-defined chat topics

To connect with our representatives and resolve your query, type your message in the chat window.

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:

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

You can track the sessions you have with the experts. To view the details, update or cancel a requested Expert Session, click its Session ID on the Support Summary or the Expert Sessions page.

The Open tab on the Expert Sessions page provides details about ongoing sessions such as their status, topic, admin who requested them, and the relevant dates. The Open cases list is color-coded and sorted according to status, with the cases requiring action at the top.
Once your sessions are complete, you are able to view all history under the Closed tab on the Expert Sessions page.

To request an Expert Session, do the following:

In the Admin Console, navigate to Support > Support Summary.

Select Experience Cloud and click Request Expert Session. The Request Expert Session window opens.

Alternatively, you can navigate to Support > Expert Sessions and click Request Expert Session.

Depending on the product family you selected on the Support Summary page, the next window automatically selects one of these two options for you: For Administrators or For Product Users.

To set up an expert session, click Request Expert Session.

Note:

Alternatively, if you have come from the Expert Sessions page, you must select one of these two options before continuing: For Administrators and For Product Users.

Provide more details about your issue in the window that appears.

Details to be filled	Description
Specify a product	Specify the product that you would you like to learn more about. This option is not available if you've requested an Expert Session for administrators.
Session topic	Choose a session topic from the drop-down list.
Describe the nature of your request	Describe the issue in some detail, including the workflow that caused the issue.
Propose session times	Enter three preferred time slots when you're available for a call.
Time zone	The time zone is populated by default, according to your system's information.
Email	The email to which the session updates are sent is listed on the page.
Phone number	Enter your preferred contact number, including country and area codes.

Click Submit. An Expert Session is created, and a notification displays.

When you request an Expert Session, a case ID is assigned, and you can track its progress. All responses are updated to the case, and are also sent by email.

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Experience Cloud | Support and Expert Sessions

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