Service Requests · 2012. 5. 11. · Service Requests. The . Service Requests . feature allows you to submit changes to your company’s setup directly through PINACLE ®. These requests

© 2012 All Rights Reserved. PNC Bank, N.A. Member FDIC.

Service Requests Training Module

Proprietary & Confidential

PNC Treasury ManagementClient Implementations Support

PINACLE®

This material is delivered by PNC on the condition that it be kept confidential and not be shown to, or discussed with, any third party, including any financial institution (other than on a confidential or need- to-know basis with the recipient's directors, officers, employees, counsel and other advisors, or as required by law), or used other than for the purpose of using PNC’s services, without PNC’s prior written approval.

Last updated January 2012

© 2012 All Rights Reserved. PNC Bank, N.A. Member FDIC. Proprietary & Confidential

Logging into PINACLE®

On the Sign On screen, enter your Company User ID, Operator ID, Password, and Token Pass code (if applicable).

Begin by going to http://www.pnc.com in your web browser. Once there, select CORPORATE AND INSTITUTIONAL from the top of the screen and click the GO button, located on the left-hand side of the page, to access the PINACLE® Sign On page.

Quick Find: Direct your browser to http://www.pnc.com


Quick Find: Client Service

Change Password

Password Requirements

Passwords

Passwords must adhere to the following rules:

• Between 8-14 characters

• At least one letter, one number, and one special character

• No spaces

When changing your password, a strength indicator shows red until the password meets the minimum requirements, at which point it turns green.


Quick Find: We recommend you save the Login page displayed above as a “Favorite”


Token at Login

The following services require a Token Pass code:

• ACH

• ACH Positive Pay

• Capital Markets

• Foreign Exchange

• Funds Transfer

• Payables Advantage

• Token Pass code •

If you are trying to access ACH, ACH Positive Pay, Capital Markets, Foreign Exchange, Funds Transfer, or Payables Advantage, a Token Pass code MUST be entered. If no Token Pass code is entered on the Login page, you will be prompted to input one upon entering the module. Tokens are assigned to operators by your company’s administrators. Operators MUST have a token assigned to them in order to access the above services.

PLEASE NOTE: If your company or Operator ID is set up to have Token at Login as a requirement each time you are logging into PINACLE®, regardless of what service(s) you are accessing, you MUST enter a Token Pass code.

To generate the Token Pass code, simply press the gray button on the token. A random response is generated. Type that response into the Token Pass code field. To order additional tokens, please contact your PNC Treasury Management Officer or Sales Associate.


Main Menu

Quick Find: Top of every screen of PINACLE®


• The Utility Bar, located at the top right of the main menu, contains the My Profile, Message Center, Event Notification, Administration, Contact Us, and Help functions. These links may vary depending on your entitlements. Clicking on the Log Out link will end your current PINACLE® session. Failure to do this may cause you to receive a duplicate login with your next login attempt.

• The Modules Tab Bar displays modules that your Operator ID is entitled to. These are listed in alphabetical order at the top of the screen. To access a module, simply click on its tab. If you have more than 12 tabs, you will see an Other tab. Clicking Other will display the rest of the modules.

• The Quick Links drop-down gives you a list of commonly used PINACLE® functions to which you have entitlements (i.e. performing a check inquiry or initiating a wire).

• The Message Bar runs across the length of the screen. It will contain information on Alerts, Informational Messages, and Event Notifications. To learn more about a message that has been posted, either click on the banner message or click directly on the Message Center hyperlink. Once you have read and acknowledged the message(s), the Message Bar will disappear. For more information, please see the Message Center slide.

Upon logging in, the Home Page screen will display. This screen features portlets that will allow you to have quick access to balance information, various functions, PINACLE® News, and other items of interest. For more information on the Home Page, see the Home Page/Dashboard Training Module.


Clicking the My Profile link on the Utility Bar directs you to the Preferences screen. This page allows you to set preferences for your Home Page, as well as modules to which you have entitlements. For more information on Preferences, see the training modules for the respective services.

The Security Information section allows you to change your password and Security Questions.

The Change Email screen allows you to change and/or add your email address on file for your Operator ID. An email address is needed in order to Report/Track Issues, receive Event Notification emails, and/or utilize the password self-reset function on the Login Page.


My Profile


Message Center


Whenever there is a System Alert, Event Notification, and/or Informational Message available, a message banner will display at the top of the page. Multiple messages may appear in this message bar.

Depending on the severity of the message, the bar may appear red (indicating a System Alert), orange (Event Notifications are available), or blue (an Informational Message is available).

To read a message, you can view it on the Home Page portlet; click directly into the Message Center from the Utility Bar, and/or click on the banner message at the top of the page.

Quick Find: Home Page


Message Center (continued)


Quick Find: Message Center

View Messages

To view messages within your history, click on the View Message History link, located at the top of the Message Center. You can choose which types of messages to expand or choose to expand all messages at once.

The Message Center contains two pages: View Messages and View Message History. The View Messages page is the first page that will display when you first enter the Message Center. This page will display new messages that are unacknowledged.

To view messages, you can choose to expand all sections, expand only a specific section, or click on the message type hyperlink to expand.

To acknowledge a message, check the box to the left of the message or choose Select All Expanded Messages and click on th e Acknowledge Selected Messages button at the bottom of the page. Acknowledged messages will be moved to the View Message History page and the banner message at the top of the screen will disappear.


Quick Find: Contact Us


Contact Us

The Contact Us section of the Utility Bar displays Phone & Email, Manage Issues, and Manage Requests.

The options displayed within the Contact Us section can vary, depending on your Operator ID’s entitlements.

Phone & Email

Click on the Phone & Email option to display the phone number, fax number, and email address of Treasury Management Client Care (TMCC).




Contact Us (continued)

Manage Issues: Reporting Issues

Manage Issues: Tracking Issues

Click Track Issues from Contact Us. Issues submitted through the web and those reported over the phone will display, providing you with a complete record of your interaction.

You can easily identify the two types of issues:

Issues entered via the web are marked with a globe icon.

Issues reported by phone are marked with a telephone icon.

In addition to calling or emailing, you can submit issues directly through PINACLE®. TMCC maintains a service level agreement of two business days. You will receive a response to your issue within this time frame.

Click Report Issues from Contact Us on the Utility Bar. The first screen will prompt you to select the specific Product and Account for the issue you are reporting. Click Continue.

Next, select Problem/Issue you wish to report. If your issue does not appear in the list, select Other and click Continue.

The final screen allows you to enter Additional Information, describing the issue you are reporting. Click Submit. Your issue will be sent to the proper department for a resolution. An issue tracking number will be assigned to each case.




Contact Us (continued)

Manage Requests: Add and Review Service Requests

Operators with the Service Requests entitlement can add certain service changes to their PINACLE® setup and view submitted requests. Changes submitted are sent to your company’s PNC Treasury Management Representative and will affect the entire Company ID.

Manage Requests: Reports

The Reports option allows you to view an audit report for one or all operators within the Service Requests service.

Please Note: Only operators with the proper entitlements will have access to the various Contact Us functions.


Help

Quick Find: Help


• The Training Resource Center allows you to self-register for live training webinars, view recorded training sessions, and view training slideshows. To access the Resource Center, enter your email address or if you are a new user, click the Register button and provide your emai l address, name, and company.

• The Accessing PINACLE® area lists browser and system requirements, security components, and information on how to log into PINACLE®.

• The Tip Cards sections give you step-by-step instructions on how to navigate through all of the utilities and modules within PINACLE®.

Clicking on Help on the Utility Bar will lead you to the PINACLE® Help page. You can access the Training Resource Center, view information on Accessing PINACLE®, and view our industry-leading Tip Cards.


Service Requests

The Service Requests feature allows you to submit changes to your company’s setup directly through PINACLE®. These requests will be sent to your PNC Treasury Management Representative. Only those operators with the Service Requests entitlement will have the ability to access this feature. Changes will affect the entire company.



Service Requests Accessing Service Requests

Operators with the Service Requests entitlement can access this function by clicking on Contact Us from the blue Utility Bar at the top of the page.

To add a new Service Request, click on Add Service Request either from the Contact Us dropdown menu or within the Manage Requests section of the Contact Us page.


Service Requests Add Service Request

The Add Service Request page will display the types of service changes that are available for your Operator ID to submit. The services listed will depend on what is assigned to your Operator ID within the Service Requests entitlement.

Service Requests submitted through PINACLE® will be sent to your PNC Treasury Management Representative. These requests may increase charges to your company’s billing account.


Service Requests Add Service Request: Administration

The Administration Service Requests include:

• Password Duration: Change the number of days a password must be changed.

• Token: Add or replace tokens assigned to your company.

Password Duration Service Request

To change your company’s password duration, highlight the Password Duration option. You can select for your passwords to change every 30 days (default), 60 days, or 90 days. Hit Submit to proceed.


Service Requests Add Service Request: Administration (continued)

A confirmation page will display. Hit the Confirm button to submit the request. You can also choose to hit Cancel or Back if you do not want to proceed.

Once you confirm the request, you will receive a message at the top of the page stating, “Request(s) have successfully been submitted.”

From this page, you have the option to View Queue or Add Request.


Token Service Request

Service Requests Add Service Request: Administration (continued)

To add or replace tokens, highlight the Token option. If you need a new token, select Add, enter the number of tokens needed, and hit the Submit button.

If you need a replacement token, select Replace. A list of your company’s tokens will display.

Check off the token that you wish to replace and hit Submit. Please Note: You must return the tokens to be replaced in order to receive the new replacement token.


Service Requests Add Service Request: Funds Transfer

The Funds Transfer Service Requests include:

• Auto Approval

• Wire Dollar Limit

Auto Approve Repetitive Service Request

To change your auto approve settings for templates, highlight the Auto Approve Repetitives option. Check off the Apply Auto Approve Repetitive checkbox and enter a Maximum Amount. With this option turned on, any wire initiated from templates, under the maximum amount, will automatically approve and be sent for processing. If the wire is more than the maximum amount, it would require another operator to approve.

A confirmation page will display. Hit Confirm to submit the request. You will receive a message stating, “Request(s) have successfully been submitted.” Next, you have the option to view the request queue or add more requests into one work order.


Service Requests Add Service Request: Funds Transfer (continued)

To edit your wire limit, highlight the Wire Dollar Limit option. The Global Company Limit is the maximum daily dollar amount for wires. This limit applies to the entire company. If you would like an unlimited amount, check off the Unlimited checkbox. Hit Submit.

Wire Dollar Limit Service Request

A confirmation page will display. Hit Confirm to submit the request. You will receive a message stating, “Request(s) have successfully been submitted.”

Next, you have the option to view the request queue or add more requests into one work order.


Service Requests Add Service Request: Information Reporting

The Information Reporting Service Requests include:

• Statements: Add, delete, and/or remove accounts for ARP, DDA, CAA, and Sweep Statements. You can also submit a request to apply Secondary Operator Approval for statements.

• Storage Retention: Change the storage retention for Previous and/or Current Day Reporting.

Statements Service Request

Highlight the Statements option. Next, select the type of statement (ARP, CAA, DDA, or Sweep).

You can choose to add the statement module if you do not have it assigned to your company yet. Select the Add option and check off the accounts that you wish to be included. When assigning the service, you also have the option to check off Apply Secondary Operator Approval, if necessary. This would require another operator to approve changes made by the administrator within the service (i.e. adding the service to the operator or updating accounts assigned).

To add accounts to an existing statement type, select the Add option and check off the accounts that you wish to be included.

Hit Submit.


To delete a statement service, highlight the type of statement and select Delete Service. Hit the Submit button.

To remove accounts, select the type of statement (ARP, CAA, DDA, or Sweep). Next, select the Remove Accounts option and check off the accounts that you wish to be removed. Hit Submit.

Service Requests Add Service Request: Information Reporting (continued)



Once you have submitted to Add, Delete Service, or Remove Accounts, a confirmation page will display. Hit Confirm to submit the request. You will receive a message stating, “Request(s) have successfully been submitted.”



Storage Retention Service Request

Highlight the Storage Retention option. A list of accounts will display, based on your operator’s entitlements. For each account, you can select from the following storage options: 1 week, 3 months, 6 months, or 1 year. Hit Submit.

A confirmation page will display. Hit Confirm to submit the request. You will receive a message stating, “Request(s) have successfully been submitted.”




Service Requests Submitting Multiple Requests at One Time

You have the option to either submit a request one at a time by hitting the Submit button or you can submit multiple requests into one work order by clicking on the Add More Requests link. The Add More Requests link is available for each request type.

To add multiple requests into the same work order, select your request type by highlighting it from the Select Type box.

Next, make your desired selection and hit the Add More Requests link. Your request will be added to a New Requests table at the bottom of the page. Continue to add requests as needed.

You can choose to delete requests from the table by placing a checkmark under the Delete column and hitting the Delete link. To edit a request, click directly on the Action hyperlink.

Hit Submit to proceed. A confirmation page will display. Hit the Confirm button to transmit the requests to your PNC Treasury Management Representative.


Service Requests View Request Queue: Accessing the Queue

You can view the Service Request queue at any time by clicking on View Request Queue. Operators must have the proper entitlements to view the requests.

The queue will display the Work Order Number, Submitted Date, Request Type, Action, Status, and the operator who submitted the request.


Service Requests View Request Queue: Viewing Work Orders

You can view up to three months of submitted requests. The most recent request will be listed at the top of the list. You can choose to click on the column headings to sort the list in ascending/descending order.

To view the requests one at a time, click on the Work Order number. On the next page, you can view the current state of the request, add a new request, or view the queue.


Service Requests View Request Queue: Deleting Requests

You can choose to delete requests from this page by placing a checkmark to the right of the request and hitting the Delete link at the bottom of the page. Multiple requests can be deleted at one time.

You cannot delete requests in a Completed or Pending Deletion status.


Service Requests View Request Queue: Statuses

The Status column will display the current status of the service request:

Status Description

Submitted The request has been submitted and awaiting to be assigned to a PNC Treasury Management Representative.

Assigned The request has been assigned to a representative.

In Process The work order is being processed.

Completed The request is complete and changes are effective for the Company ID.

Pending Deletion

A request for deletion was submitted and the request is being evaluated.


Service Requests Manage Requests: Reports

The Report section within Manage Requests allows you to pull an audit report for one or all operators within Service Requests.

Select either one operator or All Operators from the dropdown menu. Next, select a date by clicking on the calendar icon. You can view an audit report dating back up to one year.


Service Requests Manage Requests: Reports (continued)

The Service Requests Audit Report will display. It will show the Date/Time, Operator ID, Event, and Description. The report will first launch as in a summary level. To view details for specific events, click on the Date/Time hyperlink. To expand all event details, click on the Expand button at the top of the report.

Utilize the toolbar at the top of the report to maneuver through the pages, change the view size, search, PDF, print, and/or export.


Service Requests Administration


The Service Requests Administration section allows those with administrative entitlements to add or modify other operators with various Service Requests entitlements.


Service Requests Administration: Manage Operators

From the Utility Bar at the top of any PINACLE page, click on Administration. Next, click on Manage Operators from the left Navigational Menu. This section allow administrators (or those operators with administrative entitlements) to perform a number of administrative functions applicable to both the Company and Operator levels.

Please refer to the General Administration Training Slideshow for further details on the functionalities of each administrative option on the Navigational Menu.

Quick Find: Administration

Manage Operators


Service Requests Administration: Manage Operators (continued)

If you are adding the Service Requests function to a new Operator ID that is not yet in the system, click on the Add button to continue. (Please refer to the General Administration for further details on how to add a new operator.)

To edit an existing operator, locate the operator using the search option or by selecting them from the list of operators.


Manage Operators


Service Requests Administration: Assigning Service Requests

Once you’ve located the Operator ID that you would like to edit, click the Modules & Utilities tab within the operator’s profile.

Locate the Service Requests function from the list of Client Service Utilities (View). To assign Service Requests to an operator, check off the box under the Assign column. A confirmation box will appear stating: “Assigning this service may allow an operator to request services that can increase charges to your company billing account.” Hit OK to continue or Cancel to go back.

If you would like for this operator to have administrative capabilities (they can then add/delete/edit another operator within the service), check off the box under the Administrator column. The same confirmation message will display.

Hit the Submit button to proceed.


Manage Operators


Service Requests Administration: Assigning Service Request (continued)

Once Service Requests has been added, the next step is to assign entitlements within the service. To view current entitlements, click directly on the Service Request link under the Client Service utilities (View) column. To add/edit entitlements, click on the Manage link.


The available Service Request groups will display. To assign a group to the operator, either highlight certain groups and hit the Add button or hit the Add All button to assign all groups. You can remove groups from the Assigned Entitlements box utilizing the Remove or Remove All buttons.

Check off the Audit Report checkbox to allow the operator to view audit activity within Service Requests.

Hit Submit. Changes will be saved and you will be directed back to the prior page.

Service Requests Administration: Assigning Service Request (continued)

Documents

Service Requests · 2012. 5. 11. · Service Requests. The . Service Requests . feature allows you to submit changes to your company’s setup directly through PINACLE ®. These requests