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How to Get Help with PatronManager: https://help.pm.leapevent.tech/a/1548760
Throughout your time with PatronManager, and especially as a new user, you may find yourself with questions about how to use the system, how to best take advantage of new features, and how to work through any issues that may arise.
The great thing to know is that you're not alone! We've got resources to help you at any point in your PatronManager journey.
In this article we'll:
- Introduce you to essential PatronManager resources
- Show you the path to take when you need help
- Ensure you're contacting PatronManager Client Support
While we describe each resource briefly here, we'll go into each in more detail as you begin your PatronManager Basics adventure and User Certification!
Available Help Resources
The Help Tab
The Help Tab is embedded right into PatronManager, and is your PatronManager instruction manual. Don't know how to use a feature or need a refresher? Running into a snag? Trying to solve a problem and need help? Check the Help Tab first! It contains hundreds of articles to walk you through how to use every PatronManager feature and get your work done smoothly.
We have step by step instructions, video tutorials, webinars, and structured learning programs. We've got you covered to be successful in your PatronManager journey.
Plus, you're already here! Next up, you'll read through our How to Use the PatronManager Help Tab article to learn get the most out of it.
The PatronManager Client Community
Being part of PatronManager means you're part of our Client Community! The Client Community is your comprehensive resource center where you can
- Get quick answers: Our knowledge base helps you find the answers you need, fast. In the Community you can access the PatronManager Help Tab as well as our quick answer articles. We’re writing new articles every day so that all of our team’s expert knowledge is at your fingertips whenever you need it.
- Connect with other PatronManager clients: Join the ongoing conversations with hundreds of similar organizations also using PatronManager from across the US and around the world! Ask questions, share industry best practices, get hot tips and answers on everything PatronManager... and more. If you're interested in connecting with professionals across your industry, you've come to the right place.
- Suggest Product Ideas: Have a great idea to improve PatronManager? Tell us about it! Suggest ideas, upvote other ideas, and keep track of where they all are in the product lifecycle.
- Manage your cases: Submit and manage your organization's cases from start to finish. You can define and update the priority to let us know the level of urgency of your question, and monitor the progress of a case to resolution. You’ll be able to quickly see yours and your colleagues' open cases, as well as reference information from past cases - all in one place. No more searching your inbox!
How to Get Help
With all these resources available to you, what should you do when you run into an issue or question and need help?
The path to get help is:
- Search the PatronManager Help Tab: First, look for an answer in the Help Tab. It's your the instruction manual embedded right into PatronManager, and will walk you through how to use each PatronManager feature.
- Search the Client Community: If you don't find your answer in the Help Tab, use the search bar in the Client Community. There, you can find quick answers to common questions and community discussions.
- Ask a Question: If nothing comes of your search, you're looking for best practices, or to crowd-source ideas, ask a question in the Community Forum. Look for the Ask a Question button to reach out to your peers.
- Submit a Support Case: If the answer to your question isn't covered in these resources, or if PatronManager isn't functioning as expected, submit a case to the Client Support Team from the Cases tab of the Client Community.
The PatronManager Client Support Team
Whether you've run into a snag you haven't been able to get past, a PatronManager feature isn't working as expected, or you've just lost your way, we're here to help. Jump into the Client Community and submit a support request.
How do I submit a case?
When you submit a case to the Client Support Team, you want your question answered quickly with as little back-and-forth as possible; and we do too!
To help you get the best and quickest answer possible, here are some tips for case submission.
1. Submit your case in the Client Community
As we've mentioned, to get in touch with us, you'll submit a case in the Client Community. As a bonus, submitting your case in the Community will also guide you through the submission process and help make sure you provide all of the relevant information!
When you submit a case in the Client Community, you'll also see some suggested Knowledge articles as you type. Make sure to check out these articles before you submit a case; you may find the answer to your question from there - immediately!
2. Tell us what you're trying to do, what roadblock you're running into, and why
Be as precise as you can with your request - let us know exactly what you're trying to accomplish, and at what point in that task you ran into this problem. Also let us know what research you've already done - this will prevent our team from sharing instructions for something you've already done.
Our team is able to offer the best advice when we understand the entire situation. Often, there's more than one solution to a problem, and choosing the best solution comes down to the "why" behind your request.
If you were following a Help Tab article when you ran into the issue, let us know which article you were following, and what part of the article was either unclear or did not work for you. We're always trying to improve our Help articles and appreciate your input!
3. Include URLs
If you're working on a specific record, like a Contact or Ticket Order, or from a specific report, grab the URL and include it in your request. This helps the Client Support team more directly help you!
4. Copy and paste any error messages, if applicable
If you're submitting a case because you're receiving an error message, copy and paste (don't screenshot!) that text on your case submission - it will help us diagnose the issue faster.
Here are some additional resources to help you submit the best case possible!
Remember the adage: "You get what you give."
The more information you share when submitting your case, the better our team will be able to assist!
What Not to Do
Did you know that Salesforce has a support team of their own? By now you're well aware that PatronManager is an application built on the Salesforce platform, and because PatronManager and Salesforce are separate companies - we have separate support teams!
The Salesforce support team will not be able to assist you with PatronManager, and you should always contact us instead. If you've accidentally submitted a case to Salesforce, you'll know because you'll receive a confirmation email from [email protected] and they may tell you they don't know anything about the 3rd party app, PatronManager, and direct you to reach out to the app's developer - that's us!
It can be a little confusing, because Salesforce has resources that kind of look like ours, and you can submit cases through their support center too. So it's important to make sure you're in the right place! Always look for the PatronManager logo in the upper left hand corner of your screen to be sure.
If you're unsure if you logged a case with the PatronManager Client Support Team, log into the PatronManager Client Community.
From here, you can see if your case is in the list, or check your confirmation email and make sure it's signed from PatronManager.
You may notice a question mark icon in your account. This will take you to Salesforce support and resources that will not be useful to help with PatronManager functionality.
If you submit a case from there, you'll be reaching out to Salesforce support. It looks similar to the PatronManager Client Community - but it's not!
The most fool-proof way to reach PatronManager Client Support is by going to the Client Community to submit your case.
If you realize that you accidentally contacted Salesforce support using the question mark icon or because you receive a confirmation email from Salesforce Support Response with the email address [email protected], never fear!
Submit a case to the PatronManager Client Support team in the Community and we'll be able to better help.
Nice job! Ready to head to the next step?
We're going to hop into How to Use the PatronManager Help Tab.