How to successfully login & navigate through the new customer service portal

Article number: [6024]

 

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Service Portal Manual 

 

Table of contents

 

 

Introduction: Self-Service... what’s in a word 

Offering a top-notch customer experience through exceptional customer service is what Barco strives for. Offering Self-service capabilities via our Service portal in combination with a powerful knowledge base platform is the best answer to this. 

To serve you even faster and to make things simpler, Barco encourages our customers to embrace the self-service functionalities for multiple reasons: 
 

  • By accessing our Knowledge Base platform (an online library with FAQ and informative articles) you can find solutions without requiring assistance from a service representative. 

  • By using the Service e-portal you can log your service inquiries, service requests or spare parts orders more swiftly and more complete. This leads to the right prioritization and faster resolutions. 

  • By accessing your Barco support page, you get a 360° view on all your customer data, cases and products. You can easily follow up on case statuses or retrieve tracking information of shipped items. 

  • By interacting with our Chatbot and live agents (soon to come) you have direct access to our service agents. 

  • By using the Virtual Remote Assistant feature immediate service support is available via video chat on your mobile. 
  • By using the ‘Where to Buy’ locator you can quickly find where our Barco products can be found in your area. 
  • By using the Service locator tool, you can see where service partners and repair centers are situated nearby. 

 

1. Registering and logging onto the Service portal 

To log into the service portal, customers will need to go to the external Barco website and from there to the myBarco partner zone page or click here  

  • Click the link to bring you to the login/registration page 
  • For customers who logged in previously, provide your login details and click ‘Continue’ 

For new users: 

  • Enter the business e-mail you want to use to log into the Barco Service portal (Fig. 1) 
  • Click ‘Continue’ to confirm 
  • After acceptance of your registration request as a new user by Barco, a verification code will be sent to the email address used during the registration process (Fig. 2) 
  • Enter the verification code and click on ‘Continue’ 
  • Complete the next page with the required information (Fig. 3) 
  • A Salesforce account will be created for the customer company name entered 
  • A Salesforce Contact will be created using your First & Last name.  
  • The Contact will be linked to an existing domain account. In our example below, the domain is the ‘mailinator’ domain (all e-mails like this will be linked to that account). 
  • Create a 12-digits password  
  • Click ‘Continue’ to get to the welcome page of Barco Service portal (Fig. 4) 

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2. Navigating on the Barco Service portal 


After a successful login to the Barco service portal, you will be redirected to the home page. All information found on the service portal is related to the person that has logged in. 
Below is an example of the homepage (Fig. 5).  
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On the home page (Fig. 5) you will find the following features:

  1. A search bar at the top of your screen. It is important to note that this search function only returns information from Service portal specific data.
  2. A navigation bar includes:
    • Home
    • Cases&
    • Work Orders
    • Projects
    • Service Contracts
    • Create Case
  3. Search button
  4. Your profile information includes
    • Home: return to the home screen
    • Logout
 
  • On the left is a list of objects that can be selected to filter out search results (Fig. 6)
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  • At the bottom, you can see the website footer and the Live Agent pop-up (not active yet) (Fig. 7) 

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3. A closer look at what you can find via the navigation bar 

Cases 

Click on ‘Cases’ to get essential case information. 

From here you can select the type of List view you would like to see.  
Click on the little arrow to select the type of List view you prefer  (Fig. 8 & 9) 

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Work Orders & Projects 

Similar to the way of working for Cases, when clicking on Work Orders or Projects and the chosen List view you will get an overview of your work orders or projects. 

 
Please note that for Projects you will see only 2 available List views:

  • All or Recently viewed 

 

Service Contracts 

The user can click on 'Service Contracts’ to get an overview of those service contracts. An overview is provided giving you some essential information about the service contracts in a quick, easy view. (Fig. 10) 

The following list views are available: 
 

  • All Open Service Contracts;  
    Open service contracts are those that are in the process of being made. These are not yet available to be added to a case or linked to an entitlement. 
     

  • All Released Service Contracts;  
    A released service contract is an active service contract. 
     

  • All Service Contracts 

  • Recently Viewed 

 

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Create a Case 

The most important feature of our Barco Service portal is the possibility to create a case by the customer.

By clicking on ‘Create Case’, it starts the process of case creation. (Fig.11) 

At the top of your screen, you can see a ‘path’, which is an overview of the process needed to create your case. Right now, we are in the ‘Basic Information’ stage. 

Underneath we have some fields to fill out: 

  • Subject: 
    A brief description of the topic 
     

  • Type including: 

    • Inquiry: Typically, a non-product-related question. When you want to register a product-related issue, you need to select ‘Service Request’. 
    • Service Request: For product-related issues. 
      • This is the biggest flow where we ask for you to specify a product model, an asset, an entitlement ID, or a manufacturing serial number. 
    • Spare Part Sales: Here the customer can choose the product model and register a case. 

 

Since each of the case types has a different case creation flow, we will discuss each flow separately below. 

 

Inquiry 

To start off with the creation of an inquiry case: 

  • Fill out the Subject,  
  • Select the ‘Inquiry’ type  
  • Fill out the description for the inquiry.  

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  • Click ‘Next’ and the user will be directed to the ‘Articles Found’ page (Fig.12) where a knowledge article is recommended: 

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  • Select if the article was useful or not. If you select ‘yes’ then you will see the message (Fig.13) finishing your inquiry: 

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  • If you select ‘not’ then you will be redirected to a page where you will need to add your company (Fig. 14): 

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  • On the next screen (Fig. 15) the user needs to select the Product Model. If no product model is selected, then Barco will not be able to treat the customers’ request in an optimal way: 

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  • The customer can once again press ‘Next’. On the next screen, the customer can upload additional attachments and write additional comments. 

  • After pressing ‘Next’ you will receive a successful confirmation of your case and a case number (Fig. 16): 

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This will take the user to the newly created case page that shows all the information filled in as well as additional comments or uploaded files in the ‘Related’ section or ‘Chatter’ (or ‘Feed’) sections. (Fig. 17 – 18 – 29) 


The case information: 

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The ‘Related’ section 

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The ‘Chatter’ (or ‘Feed’) section on the right: 

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Service Request 

To start off with the creation of a Service Request case,  

  • Select the 'Service Request’ type. (Fig. 20) 
  • Fill out the Subject  
  • Click ‘Next’ and the user will be directed to the Articles Found page where a knowledge article is recommended 

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  • Similar to the ‘Inquiry’ Flow the article provided might be useful or may not relevant for your inquiry. If not relevant, you can continue to click on ‘Next’ to continue the Case creation Wizard and enter your Company name. 

  • Click ‘Next’ and the user will be directed to the ‘Case Details’ stage specifically for a Service Request. Here the user can select if their problem is related to Software or Hardware (Fig.21): 

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  • When choosing Hardware, the Manufacturing Serial Number is requested 
  • When choosing Software, Entitlement ID is requested 

 

Let’s proceed with the Hardware type  

  • Select Hardware 
  • Fill in the Manufacturing Serial Number. (Fig. 22) 

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After clicking ‘Next’, the flow will search across the data in Salesforce and will return assets that have that Number specified on its record. The search could also return multiple assets; then it is the user who must select which asset he has a problem with. As you can see, the system found three Matching Assets. (Fig.23) 

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  • Click ‘Next’ once again.  
    On the next screen, the user will get an overview of the Warranties and Service contracts (Contract Line Items) that are currently covering his chosen asset. In our example, Barco found a Warranty and a Contract that are both still active. This way the user knows if the asset is under warranty or not. (Fig.24) 

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On the Next screen we come to the final step of the process where some additional information is asked: 
 

  • Bill-To/Sold-To Account:  
    Here the user can select the Bill-To/Sold-To Account which will be used for this case. If no Bill-To Account is available, Barco will not be able to process any work order. 

  • Ship-To Account:  
    Here the user can select which address to use when shipping parts (in case spare parts are needed), or to which address an asset needs to be returned after a repair.  
    To create a new Ship-To Account, simply leave the field empty and you will be able to create a new ship-to account when pressing ‘Next’. 

  • Ship-To-Contact:  
    Here the customer can select the contacts that are linked to the Ship-To Account. To create a new Ship-To Contact, simply leave the field empty and you will be able to create a new ship-to contact when pressing ‘Next’. 

 

After clicking ‘Next’ the user will be redirected to a ‘Thank you’ screen where the Case details can be viewed, files can be uploaded, or additional comments can be entered. (Fig. 25) 

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Spare Part Sales 

To start off with the creation of a Spare Part Sales case, (Fig. 26) 

  • Fill out the Subject 
  • Select the 'Spare Part Sales’ type 
  • Select the appropriate Account 
  • Follow the same procedure as with the above types (Inquiry/Service Request) 

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4. How to create an account during the case creation process (Fig. 27) 

Let’s say the user did not find any Account or the correct Account during the case creation. They will need to create a new account. To create a new account, leave the account selection screen empty (when no account was found, this will be empty already) and press ‘Next’. On the next screen, the user will be able to create a new account by filling in all required data 

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5. Useful Links 


Where to buy our products 
To find where you can buy our Barco products, click here for more info. 

Service locator - Barco 
To find our country-based Services partners, click here for more info. 

Knowledge base articles 
To find out product-related knowledge base articles, click here.  

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Last updated Oct 07 2022

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