Lietotāja rokasgrāmata Atcelt

Experience Cloud | Support and Expert Sessions

  1. Adobe Enterprise & Teams: administrācijas ceļvedis
  2. Plānojiet savu izvietošanu
    1. Pamatjēdzieni
      1. Licencēšana
      2. Identitāte
      3. Lietotāju pārvaldība
      4. Lietotņu izvietošana
      5. Admin Console pārskats
      6. Administratora lomas
    2. Izvietošanas rokasgrāmatas
      1. Nosaukta lietotāja izvietošanas rokasgrāmata
      2. SDL izvietošanas rokasgrāmata
      3. Izvietot programmu Adobe Acrobat 
    3. Izvietot Creative Cloud izglītības iestādēm
      1. Izvietošanas sākumlapa
      2. K-12 uzņemšanas vednis
      3. Vienkārša iestatīšana
      4. Lietotāju sinhronizēšana
      5. Roster Sync K-12 (ASV)
      6. Galvenās licencēšanas koncepcijas
      7. Izvietošanas iespējas
      8. Ātrie padomi
      9. Apstiprināt Adobe lietotnes pakalpojumā Google Admin Console
      10. Iespējot Adobe Express Google klasē
      11. Integrācija ar Canvas LMS
      12. Integrācija ar Blackboard Learn
      13. SSO konfigurēšana rajona portāliem un LMS
      14. Pievienojiet lietotājus, izmantojot programmu Roster Sync
      15. Kivuto BUJ
      16. Galvenās un sekundārās izglītības iestāžu atbilstības vadlīnijas
  3. Iestatīt savu organizāciju
    1. Identitātes veidi | Pārskats
    2. Iestatīt identitāti | Pārskats
    3. Iestatīt organizāciju, izmantojot uzņēmuma ID
    4. Iestatīt Azure AD federāciju un sinhronizāciju
      1. Iestatīt SSO ar Microsoft, izmantojot Azure OIDC
      2. Pievienot Azure Sync savam direktorijam
      3. Lomu sinhronizācija izglītībai
      4. Azure Connector BUJ
    5. Iestatīt Google federāciju un sinhronizāciju
      1. Iestatīt SSO ar Google Federation
      2. Pievienot savam direktorijam Google Sync
      3. Google Federation BUJ
    6. Iestatīt organizāciju, izmantojot Microsoft ADFS
    7. Izveidot organizāciju rajona portāliem un LMS
    8. Izveidot organizāciju kopā ar citiem identitātes nodrošinātājiem
      1. Izveidot direktoriju
      2. Apstiprināt domēna īpašumtiesības
      3. Pievienot domēnus direktorijiem
    9. SSO bieži uzdotie jautājumi un problēmu novēršana
      1. SSO bieži uzdotie jautājumi
      2. SSO problēmu novēršana
      3. Bieži jautājumi par izglītību
  4. Pārvaldiet savas organizācijas iestatījumus
    1. Pārvaldiet esošos domēnus un direktorijus
    2. Iespējot automātisku konta izveidi
    3. Izveidot organizāciju, izmantojot direktoriju uzticību
    4. Migrējiet uz jaunu autentifikācijas nodrošinātāju 
    5. Līdzekļu iestatījumi
    6. Autentifikācijas iestatījumi
    7. Konfidencialitātes un drošības kontakti
    8. Konsoles iestatījumi
    9. Pārvaldīt šifrēšanu  
  5. Pārvaldīt lietotājus
    1. Pārskats
    2. Administratīvās lomas
    3. Lietotāju pārvaldības stratēģijas
      1. Pārvaldīt lietotājus atsevišķi   
      2. Vairāku lietotāju pārvaldība (CSV lielapjoma)
      3. Lietotāja sinhronizācijas rīks (UST)
      4. Microsoft Azure Sync
      5. Google Federation Sync
    4. Piešķiriet licences Teams lietotājam
    5. Pievienojiet lietotājus ar atbilstošiem e-pasta domēniem
    6. Mainīt lietotāja identitātes veidu
    7. Pārvaldīt lietotāju grupas
    8. Pārvaldīt direktoriju lietotājus
    9. Pārvaldīt izstrādātājus
    10. Migrējiet esošos lietotājus uz Adobe Admin Console
    11. Migrējiet lietotāju pārvaldību uz Adobe Admin Console
  6. Pārvaldiet produktus un tiesības
    1. Pārvaldiet produktus un produktu profilus
      1. Pārvaldīt produktus
      2. Iegādāties produktus un licences
      3. Pārvaldiet uzņēmuma lietotāju produktu profilus
      4. Pārvaldīt automātiskās piešķiršanas kārtulas
      5. Dodiet lietotājiem tiesības apmācīt Firefly pielāgotus modeļus
      6. Pārskatīt produktu pieprasījumus
      7. Pārvaldīt pašapkalpošanās politikas
      8. Pārvaldīt lietotņu integrācijas
      9. Pārvaldīt produktu atļaujas pakalpojumā Admin Console  
      10. Iespējot/atspējot pakalpojumus produkta profilam
      11. Viena lietotne | Creative Cloud uzņēmumam
      12. Izvēles pakalpojumi
    2. Pārvaldīt koplietojamo ierīču licences
      1. Jaunumi
      2. Izvietošanas rokasgrāmata
      3. Izveidot paketes
      4. Atgūt licences
      5. Pārvaldīt profilus
      6. Licencēšanas rīku komplekts
      7. Bieži uzdotie jautājumi par koplietotās ierīces licenci
  7. Sākt darbu ar Global Admin Console
    1. Pieņemt globālo administrāciju
    2. Atlasiet savu organizāciju
    3. Pārvaldīt organizācijas hierarhiju
    4. Pārvaldīt produktu profilus
    5. Pārvaldīt administratorus
    6. Pārvaldīt lietotāju grupas
    7. Atjaunināt organizācijas politikas
    8. Pārvaldīt politikas veidnes
    9. Piešķirt produktus pakārtotajām organizācijām
    10. Izpildīt nepabeigtos darbus
    11. Izpētīt ieskatus
    12. Eksportēt vai importēt organizācijas struktūra
  8. Pārvaldīt krātuvi un līdzekļus
    1. Krātuve
      1. Pārvaldīt uzņēmuma krātuvi
      2. Adobe Creative Cloud: atjauniniet uz krātuvi
      3. Pārvaldīt Adobe krātuvi
    2. Līdzekļu migrācija
      1. Automatizēta līdzekļu migrācija
      2. Automatizētas līdzekļu migrācijas BUJ  
      3. Pārvaldīt nodotos īpašumus
    3. Atprasīt līdzekļus no lietotāja
    4. Studentu līdzekļu migrācija | Tikai EDU
      1. Automātiska studentu līdzekļu migrācija
      2. Migrēt savus līdzekļus
  9. Pārvaldīt pakalpojumus
    1. Adobe Stock
      1. Adobe Stock kredītpaketes komandām
      2. Adobe Stock uzņēmumiem
      3. Izmantot Adobe Stock uzņēmumiem
      4. Adobe Stock licences apstiprināšana
    2. Pielāgotie fonti
    3. Adobe Asset Link
      1. Pārskats
      2. Izveidot lietotāju grupu
      3. Konfigurēt Adobe Experience Manager Assets
      4. Konfigurēt un instalēt Adobe Asset Link
      5. Pārvaldīt līdzekļus
      6. Adobe Asset Link for XD
    4. Adobe Acrobat Sign
      1. Iestatīt Adobe Acrobat Sign uzņēmumam vai komandām
      2. Adobe Acrobat Sign — komandas funkcijas administrators
      3. Pārvaldīt Adobe Acrobat Sign pakalpojumā Admin Console
    5. Creative Cloud uzņēmumiem — bezmaksas abonements
      1. Pārskats
  10. Izvietojiet lietotnes un atjauninājumus
    1. Pārskats
      1. Izvietojiet un piegādājiet lietotnes un atjauninājumus
      2. Plānojiet izvietošanu
      3. Sagatavojieties izvietošanai
    2. Izveidot paketes
      1. Paketiet lietotnes, izmantojot Admin Console
      2. Izveidojiet nosaukto lietotāju licencēšanas pakotnes
      3. Adobe pakotņu veidnes
      4. Pārvaldīt paketes
      5. Pārvaldīt ierīču licences
      6. Sērijas numura licencēšana
    3. Pielāgot paketes
      1. Pielāgot Creative Cloud datora lietotni
      2. Paketē iekļaujiet paplašinājumus
    4. Izvietot pakotnes 
      1. Izvietot pakotnes 
      2. Izvietojiet Adobe pakotnes, izmantojot Microsoft Intune
      3. Izvietojiet Adobe pakotnes, izmantojot SCCM
      4. Izvietojiet Adobe pakotnes, izmantojot ARD
      5. Instalējiet produktus izņēmumu mapē
      6. Atinstalējiet Creative Cloud produktus
      7. Izmantojiet Adobe nodrošināšanas rīku komplekta uzņēmuma izdevumu
      8. Adobe Creative Cloud licencēšanas identifikatori
    5. Pārvaldiet atjauninājumus
      1. Izmaiņu pārvaldība Adobe uzņēmumu un komandu klientiem
      2. Izvietot atjauninājumus
    6. Adobe Update Server Setup Tool (AUSST)
      1. AUSST pārskats
      2. Iestatiet iekšējo atjaunināšanas serveri
      3. Uzturiet iekšējo atjaunināšanas serveri
      4. Bieži AUSST lietošanas gadījumi   
      5. Novērsiet iekšējās atjaunināšanas servera problēmas
    7. Adobe Remote Update Manager (RUM)
      1. Izmantojiet Adobe Remote Update Manager
      2. Atrisiniet RUM kļūdas
    8. Problēmu novēršana
      1. Novērsiet Creative Cloud lietotņu instalēšanas un atinstalēšanas kļūdas
      2. Vaicājiet klienta iekārtās, lai pārbaudītu, vai pakotne ir izvietota
      3. Creative Cloud pakotnes kļūdas ziņojums “Instalēšana neizdevās”.
  11. Pārvaldiet savu Teams kontu
    1. Pārskats
    2. Atjauniniet maksājuma informāciju
    3. Pārvaldiet rēķinus
    4. Mainīt līguma īpašnieku
    5. Plāna maiņa
    6. Mainiet tālākpārdevēju
    7. Plāna atcelšana
    8. Pirkuma pieprasījuma atbilstība
    9. Pārvaldiet savu komandu programmā Adobe Express
  12. Atjaunojumi
    1. Teams dalība: atjaunošana
    2. Uzņēmums VIP: atjaunošana un atbilstība
  13. Pārvaldīt līgumus
    1. Automatizēti ETLA līgumu termiņa beigu posmi
    2. Līgumu veidu maiņa esošā Adobe Admin Console ietvaros
    3. Value Incentive Plan (VIP) Ķīnā
    4. VIP Select palīdzība
  14. Pārskati un žurnāli
    1. Audita žurnāls
    2. Uzdevumu atskaites
    3. Satura žurnāli
  15. Saņemiet palīdzību
    1. Sazinieties ar Adobe klientu apkalpošanas dienestu
    2. Atbalsta iespējas komandu kontiem
    3. Atbalsta iespējas uzņēmuma kontiem
    4. Experience Cloud atbalsta iespējas

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.

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

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

  2. 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.

    Experience Cloud

  3. Click Create Case. The Create Case window opens.

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

  4. 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.

    Piezīme.

    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.

    Create a Support Case

  5. 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.
    Piezīme.

    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
  6. 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.

  7. 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.

  8. 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.
View and track existing cases
View and track existing cases

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.

Update a case
Case details

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.
Piezīme.

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.
Close a case
Close a case

  • 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.

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.

To chat with Adobe Customer Support, do the following:

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

    Start Chat
    Support options for Experience Cloud

  2. 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

  3. 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.

Piezīme.
  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.

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:

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

  2. 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.

    Request Expert Session
    Request Expert Session

  3. 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.

    Piezīme.

    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.

    Type of Issue

  4. 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.

  5. 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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