Supportsite Support Prozess

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Support Prozess

SUPPORT PROCESS – How to report bugs/issues • Any bugs or issues in the new portal should be reported via the "Report an Issue" form in the IT Serviceportal. o ServiceNow (service-now.com)

• Add "portal.husqvarnagroup.com" in the "Impacted service" field in order for your ticket to end up with the relevant resolver group.

• Examples of cases: o A link is not working

o A customer can not place an order o A customer can not log in o Etc...

SUPPORT PROCESS – How to make general portal requests • Send general requests to b2bportal@husqvarnagroup.com.

• Will be replaced by a form in the IT Serviceportal later on.

• Examples of requests/questions: o I have a suggestion for a new functionality in the portal o I have a suggestion for improvements in the portal o I need help in Sitecore / I need training

o I need help in Marketing PIM / I need training

SUPPORT PROCESS – How to report missing/incorrect product information (master data) • Report missing/incorrect product information to con.data.support@husqvarnagroup.com.

• Examples of incorrect/missing product information (master data): o Weight is missing on a product

o Wrong technical data on a product o A feature image is incorrect o A product text is incorrect

o An operator's manual is missing for a product o A safety data sheet is missing for a product

o A workshop manual is missing for a product

o An accessory connection is missing for a product

SUPPORT PROCESS – How to give portal access to new customers Giving access to new customers in your portal is done in 2 steps: 1. Create a D-account for your customer and give access to old portal (in the same way as you have done before). Read more in Knowledge Base.

2. Send the D-number to b2bportal@husqvarnagroup.com and thery will apply Husqvarna Portal access.* This manual process will be changed when the new user admin form is in place! *) D-accounts for international portal don't have to go through step 2.

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