eSupport and Online Help Interface - adpalliance.com€¦ · eSupport and Online Help Interface Overview ... eSupport Case Management ... Use eSupport to follow up on an existing

Release Bulletin

ADP, Inc. Dealer Services ● 10 Inverness Center Parkway, Suite 300 ● Birmingham, AL 35242

June 2012 ADP, Inc. Printed in U.S.A. 1 of 15

June 20, 2012

The ADP logo is a registered trademark of ADP, Inc.

w.e.b.Suite is a registered trademark of ADP, Inc..

eSupport and Online Help Interface Introducing the eSupport and Online Help Interface for w.e.b.Suite 1000 3.60.01 Release

Release Notes .............................................................................................................................................. 2

eSupport and Online Help Interface Overview.............................................................................................. 2 eSupport................................................................................................................................................... 2 Online Help .............................................................................................................................................. 2

System Requirements ................................................................................................................................ 3

Release Detail .............................................................................................................................................. 4

Using the eSupport Interface ........................................................................................................................ 4 eSupport Case Management ................................................................................................................... 5 Web Chat ................................................................................................................................................. 7

Using the Online Help Interface .................................................................................................................... 8

If You Need Help ........................................................................................................................................ 10

Online documentation ................................................................................................................................. 10 eSupport ...................................................................................................................................................... 10 Phone support ............................................................................................................................................. 11

DealerServices Website ............................................................................................................................ 12

New DealerSuite Users ............................................................................................................................... 12 To Register by Telephone ...................................................................................................................... 12 To Register Online ................................................................................................................................. 12 If You Need Help with DealerSuite ........................................................................................................ 12

Access the Dealer Services Website .......................................................................................................... 13 Access Dealer Services from w.e.b.Suite 1000 ..................................................................................... 13 Access Dealer Services from the Community site ................................................................................. 15

w.e.b.Suite 1000 3.60.01 eSupport and Online Help Interface Release Bulletin

2 of 15 June 2012 ADP, Inc.

Release Notes

eSupport and Online Help Interface Overview w.e.b.Suite 1000 now allows clients to access ADP Support Solutions directly from

within the application to submit Vision cases online. This functionality also provides

a direct link to online Help where users can access user documentation without

having to open a separate page external to the w.e.b.Suite 1000 applications. This

functionality is available at no additional charge to all ASP clients who use

w.e.b.Suite 1000.

The eSupport and the online Help functionality can be accessed by two new buttons

that appear above the Exit button in the Main Menu screen –

eSupport button

w.e.b.1000 Help button

eSupport

The eSupport button directly connects the users to the ADP Support Solutions site

where they can–

Submit a new Vision case or search for and view an existing eSupport case

Initiate a live Web Chat session with an ADP Support Analyst.

If the user is not found within the eSupport system, a window displays where the

client can enter the information required to establish a new user account. Once the

account has been created, the client will not be required to enter any sign-on

information to access Support Solutions. Each time a client clicks the eSupport

button, w.e.b.Suite 1000 sends the client’s CMF to Support Solutions so that the

dealership is immediately identified. Each individual user with a w.e.b.Suite 1000

logon can also establish his or her email address to receive updates.

Responses/resolutions from Client Services regarding eSupport cases are sent to an

email account specified by the client. If additional support or live conversation is

helpful or necessary, Client Services will call the client at the number provided in the

client’s Support Solution account.

Online Help

Online Help can also be accessed through the w.e.b.1000 Help button. Clicking this

button takes the users to the page with links to the w.e.b.Suite 1000 Online Help

where they can browse user documentation for all the w.e.b.Suite 1000 applications.

They can also search for specific topics using Search option in the Online Help or can

use Index to find topics from the indexed keywords.


June 2012 ADP, Inc. 3 of 15

System Requirements

The eSupport and w.e.b.1000 Help buttons are available on w.e.b.Suite 1000 versions

3.60.01 or higher.

A Support Solutions account is required for a client to be logged into Support Solutions

automatically from w.e.b.Suite 1000. There is no charge for this account, and once it has

been established, the user will not have to enter login credentials to submit or recall the

Vision cases. Users may set up accounts themselves the first time they click the eSupport

button.



Release Detail

Using the eSupport Interface

Follow the steps below to access the eSupport interface.

1. Login to the w.e.b.Suite 1000 application. The w.e.b.Suite 1000 main menu

displays.

2. Click the eSupport button which is available above the Exit button.

Figure 1. Main Menu screen

3. The ADP Support Solutions site displays. If the user is not found within the

eSupport system, an ‘Additional Information’ screen displays before the site is

displayed.

Figure 2. Additional Information screen

4. Enter required information in the Full Name, Phone Number and Email

fields.

5. Click Proceed.



6. The ADP Support Solutions site displays.

7. Click the Support tab at the top of the page.

8. The main Support screen displays.

Figure 3. Support page screen

9. Click the link in the Case Management link.

eSupport Case Management

10. The eSupport Case Management webpage displays.

Figure 4. Case Management page screen



On the eSupport Case Management webpage, the users have two options:

a. Search for an existing case:

i. To search for existing cases, key the case number in the Case ID field

and click the Search button.

OR

Just click Search to list all existing cases for this CMF. Now to view

individual case details, double click the desired case.

ii. The case displays, including any notes that Support has added to it.

b. Open a New Case:

i. Select New Case.

ii. When the new case option is selected, the New Case page displays.

Figure 5. New Case web page screen

iii. Complete the required and other desired fields (marked with a red star

(*)) on the New Case entry page. The CMF number, Name, and

System fields have dropdown menus which allow the selection of valid

entries for these fields. The CMF that appears on the CMF field

dropdown, for example, should be the CMF for the user’s dealership.

iv. Click the Submit button.

v. A message displays containing a ‘Case Number’ for future reference.

Make note of this number and click Done to exit the message.

vi. The Support Solutions Case Search/Submission screen displays.

11. To go back to the main Support page, click Back button on the browser toolbar.

To exit the site and go back to the w.e.b.Suite 1000 Main Menu screen, simply

click the X in the upper right corner.



Web Chat

12. On the main Support webpage, click Web Chat. (See Figure 3. Support page

screen on page 5.)

13. The ADP Support Web Chat webpage displays.

Figure 6. New Case web page screen

14. The Dealer Location and System dropdown fields display the dealers’

information by default. If no values are shown, then select appropriate values

from the respective dropdown fields.

15. Select the application name from the Application dropdown field for which

you need assistance in the web chat session.

16. Click the Web Chat button.

17. The live web chat session will start with an ADP Support Analyst.

Note: If the web chat session you wish to start is in reference to an existing case,

you can use the Web Chat button on the Case Update page via Case

Management.



Using the Online Help Interface

Follow the steps below to access the eSupport interface.

18. Login to the w.e.b.Suite 1000 application. The w.e.b.Suite 1000 Main Menu

screen displays.

19. Click the w.e.b.1000 Help button which is available above the Exit

button.

Figure 7. Main Menu screen



20. The web site opens in the internet browser showing links to the latest version of

online help of each application.

Figure 8. Additional Information screen

21. Select the link to view online help for specific application.

22. The selected application’s Online Help displays in a new window.

23. The Online Help window has three tabs – Content, Index, and Search.

i. Click Contents tab if you wish to browse through the topics from

the table of contents (TOC). The TOC contains topics organized by

application menus and major functions.

ii. Click Index tab if you wish to view topics by searching them using

the indexed terms. Rather than grouping items by major application as

the TOC does, the index lists topics alphabetically.

iii. Click Search tab if you wish to key a specific word or phrase and

retrieve a list of topics related to that key word. Once you key the word

or phrase in the search field, click Go to retrieve the list.



If You Need Help The following ADP support is available if you need assistance with eSupport and

Online Help Interface for w.e.b.Suite 1000 3.60.01 Release.

Online documentation All Client documentation for eSupport and Online Help Interface for w.e.b.Suite

1000 3.60.01 Release is available from the ADP w.e.b.Suite 1000 Community Web

site.

To access ADP documentation on the Web site:

1. In your browser, type http://www.adpalliance.com/community/.

2. Click the associated link to display the document in PDF format.

eSupport Use eSupport to follow up on an existing case or to create a new case regarding a

system issue.

1. In your browser, type www.dealersuite.com. The DealerSuite page displays.

2. At the DealerSuite Login, type your username and password. These are

case-sensitive fields: Make sure you use the correct case – capitals or lower-case.

3. Select Login.

4. Select Support Solutions under Related Links located on the right side

of the page.

5. Next, select Support, then Case Management. The Case Management page

displays.

6. Select Support from the menu bar at the top right of the page and select Case

Management from the dropdown menu. The Case Management page displays.

7. You can select to either search for an existing case by selecting Search or open

a new case by selecting New Case.

8. In order to create a new case, select New Case. Required fields have a red

asterisk (*) next to them and they must be filled out in order to create a new case.

9. Type, verify, or select information at the following fields to create the case:

CMF System Name

Comment Email Service Region

Phone Number Priority Application Code

10. After all the above fields have been completed, then type the problem in the

Problem field.

http://www.adpalliance.com/community/

http://www.dealersuite.com/



11. Include the case details in the Details field, within the details field include the

following information:

Company Number, if applicable

Detailed description of the current issue

Details of troubleshooting already performed

Associated case number, if applicable

12. Select the home center check box if you only want this case to be in your home

center.

13. Select the phone call check box if you would like to get updates by phone in

addition to Email updates.

14. To complete the case, select Submit. A case number will be generated. Please

record the case number for further inquires.

15. Log off from DealerSuite.

Phone support To get help with the eSupport and Online Help Interface for w.e.b.Suite 1000 3.60.01

issues you can contact ADP Support.

1-800-811-0957

Daily Client Support Hours (Central Standard Time)

Monday - Friday 7:00a.m. to 7:00p.m.

Saturdays 8:00a.m. to 2:00p.m.



DealerServices Website Available at adpdealerservices.com, ADP’s Support Solutions provides you with

valuable, time-saving online help at no additional charge. Here you can find links

to KnowledgeBase, RightAnswers, the w.e.b.Suite1000 Community Website,

Electronic Case Management (eSupport), as well as, our Client Support telephone

numbers and hours of operation.

New DealerSuite Users If you do not have a DealerSuite user ID and password, you will need to create a new

account. You can do this by telephone or online.

To Register by Telephone

Call DealerSuite Support at 877-483-9171, option #3.

To Register Online

1. If you do not know the CMF number for your dealership, obtain it from your

dealership system administrator or contact ADP at 1.877.483.9171, option 3.

2. Go to adpdealerservices.com.

3. In the upper-right corner of the page, click the Member Login button.

4. Under New Users, click the Register Now button.

5. Read the PIPEDA Disclosure Statement, and click I accept.

6. Follow the on-screen prompts and instructions to complete and submit your

registration.

When you submit your registration, access to DealerSuite is effective immediately.

This login provides access to your approved applications and to the

Training/Learning Management System. If you also need access to Support

Solutions, contact your dealership system administrator for authorization.

If You Need Help with DealerSuite

Call DealerSuite Support at 1.877.483.9171, option #3.

http://www.adpdealerservices.com/

http://www.adpdealerservices.com/



Access the Dealer Services Website

Access Dealer Services from w.e.b.Suite 1000

To access the ASP Dealer Services website from the main (ASP) screen, follow the

instructions below.

16. From the ASP login screen, click the ADP w.e.b. Suite 1000 link.

Figure 9. Dealer Suite link on ASP

17. The ADP Dealer Services screen displays.

Figure 10. Dealer Services Main Screen



To access the ASP Dealer Services screen, for LAN and ASP platforms, from within

the w.e.b.Suite 1000 application, follow the instructions below.

1. Select an application from the w.e.b.Suite 1000 main menu.

The application menu displays.

Figure 11. Community site access within w.e.b.Suite 1000

2. Click the blue box at the bottom of the application.

3. After the Community site opens, follow the instructions listed on page 14.



Access Dealer Services from the Community site

Note. If you are accessing the Community website from the ASP or from inside

w.e.b.Suite 1000, begin with Step 2 in this section.

4. From your browser type in www.adpweb1000.com/community to access the

Community site.

Figure 12. Dealer Suite Link on Community Site

5. When the site displays, click Dealer Suite in the left navigation panel.

6. The ADP Dealer Services screen displays.

Figure 13. Dealer Services Main Screen

http://www.adpweb1000.com/community

Documents

eSupport and Online Help Interface - adpalliance.com€¦ · eSupport and Online Help Interface Overview ... eSupport Case Management ... Use eSupport to follow up on an existing