hp expert now - gssm1.itcs.hp.com · hp expert now registration and login process 1 use your...
TRANSCRIPT
HP Expert NowGSS WW Delivery Team
Current version: September, 2017
• Access complete elevation history including a filters sections and a search bar.
• Attach videos and other files to the chat.
• Attach additional support files when creating a new elevation.
• Display News contents in a separate screen for a more detailed view.
• Integrated form for standard (non-urgent) elevations.
Current version highlights
HP Expert NowRegistration and login process
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Use your Learner ID or Email address to register.
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If your credentials are valid, an e-mail will be sent to you containing
a one-time activation code.
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Congratulations! You can now use the
HP Expert Now
Use the activation code to login
Thank you for registering!
The following activation key can only be used
once to log in to the tool. If you need to register
again, you can request a new key.
ACCESS_CODE*
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5*Tips: Copy and paste the access code directly from the email received.
Use the following information to request a new activation code
HP Channel Partner– Learner ID or e-mail address
PSP– Corporate email address
Click the Signup link on the bottom of
the screen.
Review and accept the terms and conditions.
EMAIL ADDRESS
ACTIVATION CODE
HP Expert NowMain Functionalities
Elevation History
Shows last 10 requested elevations.
• Product
• Date submitted
• EID: Elevation number
• Status
Elevation has been received.
Elevation has been assigned to an HP expert.
Elevation has been closed.
New Elevation User Profile
John Smith
HP Expert NowComplete Elevation history
Access the complete elevation history by selecting the corresponding menu option.
Filter elevations by
• General terms: elevations that contain the search terms.
• Sender: elevations created by the selected engineer (only if you are a Service Manager). Default: you.
• Status: elevations with the selected status (new/pending, assigned or closed). Default: any.
Apply filtersApplies the selected filters and retrieves the elevations.
ResetReset all filters to the default values.
Select the filter button on the upper right corner to search specific elevations.
HP Expert NowCreate a new elevation
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Click the + button at the bottom of
the screen to create a new elevation.
First, select the printer model for which you are requesting support and input any additional information that could help identify the issue.
Then click SUBMIT.
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The new request will appear as Pending on the Elevation History screen.
Review the information you introduced and click Continue.
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You can attach up to 3 files to the elevation (max size: 10 Mb/file).
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A local notification is displayed to confirm the status of any upload files.
A push notification is sent to the HP Experts on duty to notify them of the new elevation.
Supported file formats
• Images: .gif, .png, .jpg, .jpeg, .bmp• Videos: .mp4• Other files: .pdf, .doc, .docx, .xls, .xlsx
HP Expert NowChat
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Select any elevation in the Elevation History to access the Chat panel.
You can send text messages through the chat panel…
or attach files.
The HP Expert will be able to communicate with you through the chat and help you solve the problem using text and images as well.
Supported file formats
• Images: .gif, .png, .jpg, .jpeg, .bmp• Videos: .mp4• Other files: .pdf, .doc, .docx, .xls, .xlsx
HP Expert NowBroadcast messages
A push notification will arrive to your device if any news is broadcasted by the supporting HP Expert.
HP Experts can send broadcast messages that they may consider of interest for you.
You can access all the news broadcasted by an HP Expert from the application’s main screen.
Access the news details by selecting the news in the displayed list.
HP Expert NowStandard Elevation Form
You will be able to submit from the HP Expert Now, a standard (non-urgent) elevation form – only if such a form has been defined by the HP Experts.
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Submit a new form or continue with the last form created.
If you support different regions or you are certified in more than one product line, you will be asked to
choose for which region and PL you want to submit the form.
Fill all the required fields and click SUBMIT to send your form to HP.
You can also choose to save the form for later if you click on the
back button (←).
Once submitted, you can view the form as a new elevation and you can
keep track of its progress.
Open the left menu from the main screen.
HP Expert NowProfile management
Several options are available from the User Profile screen.
John Smith
Sign out of HP Expert Now.You will no longer receive push notifications or chat messages and you will have to request a new activation code to re-enter the application.
You can edit your phone number and/or
country, if necessary, by clicking on the pencil icon.
You can customize the tone and vibration for the push notifications sent to your device.