Using the Customer Support Portal (Client Success Center – CSC)
CyberMark has created the new Client Success Center, or CSC. This new portal will give more control, show increased visibility, and provide a greater breakdown of items that are currently happening between our team and our team. This article will act as an overview of the different areas within your portal and how to use them. Each section will be covered in succession and will be accompanied by screenshots. Should you need additional help, a video overview will be available at the end of this article for you to review. To jump to a specific section, click on the section name below:
Your new CSC portal will require that you create new credentials to login. Once an invitation has been sent to you, you will be prompted to create your new account and after completion, you will be able to access your portal at any time.
Main Dashboard Review
After logging in, you will be taken to the main dashboard. Here, you will be presented with a view or “Stream” that will contain a high level of all the communications between our two teams.
Signoffs & Assets/Creds Review
Within the signoffs tab, you will find a list of signoffs for items that need approval. These signoffs are tied to projects that your company currently has in the queue. When clicking into a signoff, you can view any details that need to be reviewed, attachments, add comments, and approve or decline the signoff. Once your team has taken any action for any of the previously mentioned items, an alert will be sent to our team that there is movement. Should you also want to reach out and notify our team that you need help or have completed an action, feel free to do so!
The Assets/Creds tab provides a location for our two teams to view all assets currently associated with any projects. This section functions very much like the current SharePoint that your team has access to.
Recently made a request for a project or support for your website? This tab is where you will come to view all open requests from your team. This tab will include an overview of things like website support, new project requests, marketing requests, and other requests. Should you want to drill down deeper and view details on a specific request, clicking on a single project will expand its view and give you or your team those additional details.
Once you have submitted a request for work to be done, we will review and create a quote for your team. These quotes can be found within this tab. The overview page will give you a list of all the current quotes that are ready for viewing. Should you want to drill down deeper and view details on a specific quote, clicking on a single item will expand its view and give you or your team those additional details.
The sales tab in your CSC will show you all potential sales that your company has in the works with CyberMark. This tab includes items that your team may be working on independently with our Business Solutions team.
This tab will give you and your team a list of all the current projects that are in process with CyberMark. The overview page will show you a brief overview of all projects and their status. Should you want to drill down deeper and view details on a specific project, clicking on a single item will expand its view and give you or your team those additional details like status, timelines, signoffs, or activities within this project.
The tickets tab will display a list of all tickets submitted by your team. The overview page will show you a brief overview of all tickets and their status. Should you want to drill down deeper and view details on a specific ticket, clicking on a single item will expand its view and give you or your team those additional details like status, signoffs, or activities.
Need to create a support ticket? If you are in your portal, simply click on the “Make A Request” button located in the top right corner. This will open a small popup window where you can enter in your details to submit your ticket. Additionally, you can submit a ticket within your website dashboard, which is the recommended method. For help using this method, this short article will demonstrate how to do this. Read Submitting a ticket via Email
This section will show you all the reoccurring retainers that your company has with CyberMark. As with other tabs, the overview page will show you all the existing retainers, and clicking into a single retainer will show you all the relevant details.
Clicking on the solutions tab will take you to the CyberMark knowledge base. This portion of our website contains great help articles and solutions on how to perform certain tasks within your website. Should you want direct access to this site, simply click HERE or click your browsers back button.