Neue Supportseite
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
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
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.
