summer institute for managers july 28, 2020 hub...summer institute for managers july 28, 2020 eric...

Summer Institute for ManagersJuly 28, 2020

Eric HouckSr. Director, Institutional Technology

AgendaEllucian Customer Center (aka Hub)Resources (aka Support Center)Community (aka eCommunities)Open Lab & Live DemosQ&A

Interactive tasks included

Disclaimer These resources, including the user interfaces and

names, seem to change regularly, so be prepared for everything we cover today to change or be adjusted at some point in time in the future.

However, once you have mastered the basics, you will have access to a lot of resources to stay current when the changes inevitably occur.

Ellucian Customer Center Formerly the Ellucian Hub (renamed Feb. 2019) “One stop” for all customer support needs

Documentation Training Materials Product Calendar & Releases eCommunities Support Cases (not all users)

Helpful links: https://login.ellucian.com/ https://www.ellucian.com/newcustomercenter

ACTIVITY – Bookmark the login page

Requesting an account Sign Up

https://clientapps.ellucian.com/signup Requires confirmation of employment

HR or IT can approve

ACTIVITY – Log into the Customer Center

Top Navigation Resources

Community Knowledge (Training, Articles, Product Calendar) Documentation Downloads (IT Only)

Support Create/View Cases My Projects

Global Search Profile

ACTIVITY – Edit your profile

Sub Navigation & Content My Cases & My Institution’s Cases (Support Center) Followed Change Requests (Support Center) Discussions I Follow (eCommunities) Places I Follow (eCommunities) Helpful Links My Product News Ellucian News Contact Us

Global Search Searches all content in Community, Support,

Ellucian.com, and Training. Filters can help refine searches. This is typically the best place to start when searching

for a topic. Use quotation marks for specific phrases.

Ex. “Colleague Finance User Guide”

ACTIVITY – Perform a search & apply filter

Resources - Ideas An idea is a software enhancement request. Customers can submit and vote for ideas to promote

the most impactful ideas to the top of a product’s feature request list.

When an idea is accepted, it becomes a “Change Request – Enhancement”.

ACTIVITY – Refine the list of ideas (Suggestion: Colleague -> Self-Service)

Resources – Product Calendar & Releases Represents and easy way to find information about

upcoming or new releases by product area. Always keeps current filters from last view, so always

click “Refresh” to update to most recent info. Can also be used to review current Change Requests Use the “View Report” option link at the bottom of

each section to see a table view of the data.

Resources - Documentation All Ellucian product documentation can be found

here. Can be refined in many ways, but be aware that

selecting checkboxes initially refines, then expands options.

Use the “Find More…” link to get unfiltered search.

ACTIVITY – Search for Colleague, then refine to User Guides and Handbook types

Support – Create a Case Also known as “ActionLine”, you may email directly to

actionline@ellucian.com or call directly at 844-358-7222 (USA), but online is the preferred method to request assistance and start a ticket.

Not all users will have access to this option, and should be utilized primarily by department/division “power users” or IT.

Support – Create a Case BEST PRACTICES

Always provide as much information as possible about the issue to ensure it gets routed to the most appropriate support person.

As you enter specifications and details there is a context-sensitive “Top Recommended Solutions” area that will display best results that may be related to your problem that you should review before submitting a support ticket.

Never provide PII information or sensitive data via a ticket (i.e. SSNs, email lists, Student IDs) and always use “Confidential Attachments and Notes” if this data is necessary to provide.

Use the correct priority level when submitting a request. Most issues are Medium or Low priority, so only reserve Critical or High for absolute emergencies or urgent time-sensitive needs.

Community Formerly the eCommunities (renamed Feb. 2019). Community is the peer to peer collaboraton

environment where you can ask questions, discuss important topics, share files such as project plans, custom documentation, and much more.’

Ellucian is also a member of the community and will post release information, important product news and information. Ellucian will also respond to critical and important issues raised by the community.

Review the “Getting Started” videos posted on the Community homepage.

Community – Navigation People – Individual users that you can follow. This

includes Ellucian staff and product owners. Places – Areas of interest that you can follow. This

includes “spaces” (i.e. Colleague Student) and user “groups” (typically private groups that require approved access).

Inbox – Internal communications on the platform. Profile – User profile and preferences (including

email daily digest settings)

Community – Follow People/Places Hover over person/place to see a sample of postings or

additional info. Use gear icon to add to your follow list. You may also

follow by clicking on follow button in upper right. Once following an area, use gear button and expand to

add it to your “Daily Digest” email feed.

ACTIVITY – Follow the “California Community College Colleague Users Group” & Add to Daily Digest

Community – User Profile Preferences

Daily Digest – Turns on daily email with all new posts from the people/places you are following.

Daily Digest Content Show Full Content – Includes all new posts. Show Abbreviated Content – Includes subject & limited

length of post. Include body of content in email – Includes full post in email.

ACTIVITY – Set up your Daily Digest email preferences.

Open Lab/Demos

Questions?