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Last modified by Erik Bakker on 2024/08/23 12:08
From version 20.1
edited by Carlijn Kokkeler
on 2024/02/08 09:21
Change comment: There is no comment for this version
To version 21.1
edited by Erik Bakker
on 2024/07/29 08:11
Change comment: There is no comment for this version

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2 2  {{container layoutStyle="columns"}}
3 3  (((
4 4  
5 -In this microlearning, we will explain our view on managing our community. Furthermore, we specify how to direct questions, incidents, and feedback to the eMagiz team.
5 +Learn how to effectively manage the eMagiz community by asking and answering questions in the Q&A forum, reporting incidents in the support portal, and sharing feedback for platform improvements. The eMagiz team is committed to providing timely responses and resolving any issues. Your active participation will help create a valuable forum for everyone.
6 6  
7 7  Should you have any questions, please get in touch with academy@emagiz.com.
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21 21  
22 22  In this microlearning, we will explain our view on managing our community. Furthermore, we specify how to direct questions, incidents, and feedback to the eMagiz team.
23 23  
24 -Community management is about:
25 -* Where can I post my questions?
26 -* Where can I register my incidents?
27 -* Where can I register my feedback?
28 -
29 29  === 3.1 Questions ===
30 30  
31 -The eMagiz Q&A section is a specific area where all eMagiz users come together to help each other with questions and answers in using the eMagiz platform. The primary focus is on getting answers to questions around how to use & model the integrations in eMagiz or on how to interpret specific log entries in the Manage phase.
26 +The eMagiz Q&A section is a specific area where all eMagiz users come together to help each other with questions and answers in using the eMagiz platform. The primary focus is getting answers to questions about how to use & model the integrations in eMagiz or how to interpret specific log entries in the Manage phase.
32 32  
33 33  ==== 3.1.1 Moderation of the forum - we need you! ====
34 34  
35 -The eMagiz Expert Services team moderates the forum, and the eMagiz team will try to respond promptly to your question. In essence, we all share the responsibility to create a valuable forum for everyone that helps users. So, please don't hesitate to answer questions from other users. The Q&A Forum doesn't have any Support functionalities or replace that function. We hope this forum will be of value to you.
30 +The eMagiz Expert Services team moderates the forum, and the eMagiz team will try to respond promptly to your questions. In essence, we all are responsible for creating a valuable forum for everyone that helps users. So, please don't hesitate to answer questions from other users. The Q&A Forum doesn't have any support functionalities or replace that function. We hope this forum will be of value to you.
36 36  
37 37  ==== 3.1.2 How to use the forum ====
38 38  
39 39  * *Ask a question*
40 -You have free text to ask the question by clicking the Add Question button.
35 +You can ask a question by clicking the **Add Question** button.
41 41  
42 42  * *Answer question*
43 -Questions can be answered with the Add Answer button.
38 +Anyone can answer questions via the "Add Answer" button. Someone from the Expert Services team will likely reply to your question with an answer.
44 44  
45 45  * *Accept Solution*
46 -An answer can be accepted once used to solve the questions. This will help other users understand if the answer was valuable and satisfactory.
41 +Once an answer has been used to solve the questions, it can be accepted. This will help other users understand whether the answer was valuable and satisfactory.
47 47  
48 48  * *Add comment*
49 49  Interact with the requestor via Comments
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57 57  
58 58  ===3.2 Incidents===
59 59  
60 -If you have an issue with your instance that is blocking the use of the platform, and some deadlines result in pressure to have resolutions faster, you need to register an incident in our eMagiz Support Portal.
55 +If you have an issue with your instance blocking the use of the platform and some deadlines result in pressure to resolve it faster, you need to register an incident in our eMagiz Support Portal.
61 61  
62 -Typical examples of incidents are the non-function of critical features in eMagiz (properties, deployment, version management, etc.) that are not working. Or more significant performance issues in the eMagiz Portal prevent using key features.
57 +Typical examples of incidents are the non-function of critical features in eMagiz (properties, deployment, version management, manage, and others) that need to be fixed. Or more significant performance issues in the eMagiz Portal prevent using key features.
63 63  
64 -These kinds of incidents can be registered at [[the Support Portal>>https://support.emagiz.com/||target="blank"]] and are handled by the eMagiz Support team. You would need to be registered as a user in the Support Portal. At the start of eMagiz, one or more users are registered in that Portal, which is allowed to register tickets. Specific guidance in which tickets should be registered is located in the Portal itself.
59 +These kinds of incidents can be registered at [[the Support Portal>>https://support.emagiz.com/||target="blank"]] and are handled by the eMagiz Support team.
65 65  
66 -The eMagiz Support team is dedicated to resolving your incident and is in direct contact with eMagiz Expert Services in case needed. Please consult your eMagiz SLA owner in your organization to understand specific agreements in place around response times.
61 +{{info}}Requirements to do so are.
67 67  
63 +*You need to register as a user of the Support Portal.
64 +* When starting with eMagiz, one or more users are registered in the Support Portal.
65 +* These users are allowed to register tickets.
66 +* Specific guidance on which tickets should be registered is located in the Portal itself.{{/info}}
67 +
68 +The eMagiz Support team is dedicated to resolving your incident and is in direct contact with eMagiz Expert Services if needed. Please consult your eMagiz SLA owner in your organization to understand specific agreements around response times.
69 +
68 68  === 3.3 Improvements ===
69 69  
70 -While using the platform, you may notice more minor-like feedbacks you will have. For example, the specific behavior of the functionalities offered is not exactly working as expected yet does not result in an incident. Furthermore, you may have specific ideas for improving the use of the platform.
72 +While using the platform, you may notice more minor feedback you will have. For example, the specific behaviour of the functionalities offered is not exactly working as expected yet does not result in an incident. Furthermore, you may have specific ideas for improving the use of the platform.
71 71  
72 -These kinds of improvements - minor feedback and minor issues - can be registered via the eMagiz iPaaS Portal itself by using the feedback button located on the right-hand side. By simply pressing the button, you make your comment or suggestion. What's very handy in this process is that you can take a screenshot of the page where you are located to illustrate the issue. This will help us resolve your feedback quicker.
74 +You can register minor improvements, minor feedback, and minor issues via the eMagiz iPaaS Portal using the feedback button on the right-hand side. Simply press the button, and you will make your comment or suggestion. What's very handy in this process is taking a screenshot of the page where you are located to illustrate the issue. This will help us resolve your feedback quickly.
73 73  
74 -The eMagiz product management team frequently reviews the incoming feedback and makes short comments towards fixing these items. We are dedicated to resolving these issues for you. Some of these feedback items might be larger in effort and take longer before being resolved. Others may be fixed in an upcoming release. eMagiz will make discretionary decisions on these items.
76 +The eMagiz product management team frequently reviews the incoming feedback and makes short comments towards fixing these items. We are dedicated to resolving these issues for you. Some feedback items require more effort and take longer to resolve. Others may be fixed in an upcoming release. eMagiz will make discretionary decisions on these items.
75 75  
76 -{{info}}In case the above options do not suffice, please contact your partner contact person or eMagiz contact person.{{/info}}
78 +{{info}}In case the above options do not suffice, don't hesitate to contact your partner or eMagiz contact person.{{/info}}
77 77  
78 78  === 3.4 Notice ===
79 79  
80 -The eMagiz Portal is only accessible for authenticated & authorized users of eMagiz clients. Users can decide what information to upload into the QA Forum, Support Portal, or Feedback button and whatnot. The use of pictures and other information from the platform is beneficial and advised. Please read our privacy policy [[here>>https://www.emagiz.com/privacy-policy/||target="blank"]].
82 +The eMagiz Portal is only accessible to authenticated & authorized users of eMagiz clients. Users can decide what information to upload to the QA Forum, Support Portal, Feedback button, and whatnot. Using pictures and other information from the platform is beneficial and advised. Please read our privacy policy [[here>>https://www.emagiz.com/privacy-policy/||target="blank"]].
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82 82  [[image:Main.Images.Microlearning.WebHome@crashcourse-platform-community-management--community-icon.jpg]]
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