topic Re: BEYOND - Customer Success Hub in General Topics

BEYOND - Customer Success Hub

_Val_ — Mon, 17 Dec 2018 08:26:37 GMT

Hi all,

as you have probably mentioned, Check Point has changed the look and feel of Support Portal. If you are opening a new request or working with existing ones, you are now using our new Support tool called BEYOND.

Guided tool for this tool is available here.

Should you have any comments and suggestions, please feel free to express them in the comments.

UPDATE:

Thank you very much for the feedback

Just to provide an update on some of the issues reported:

Customers now can see the details of the migrated SRs - all the migrated SRs allow View Previous Updates that show the updates, activities, and attachments.
Users now can access all tickets on the accounts they are connected to (regardless if they or others opened these tickets).
RMAs should be working now

Re: BEYOND - Customer Success Hub

G_W_Albrecht — Mon, 17 Dec 2018 08:45:47 GMT

I am blind (maybe) - in the ticket, i can only see the first case details from opening and my last comments - but no more updates from last two month and no attachements. Is that a known issue or a feature ?

Re: BEYOND - Customer Success Hub

Daniel_Szydelko — Mon, 17 Dec 2018 08:51:47 GMT

Yes, the same for me. In place where old updates should be, there is nothing...

Re: BEYOND - Customer Success Hub

Gaurav_Pandya — Mon, 17 Dec 2018 09:01:32 GMT

Its good to see some formatting of fonts and emojis in case "Update" option.

Re: BEYOND - Customer Success Hub

Danny — Mon, 17 Dec 2018 09:09:22 GMT

I like that the drop down buttons have Wrap Text option in order to see all text in full length.

Also the Change Case Owner is an interesting feature. I can assign all my cases to anyone. Check Point employees and other Check Point user accounts. Hmm..

What I don't like about this -Feature- is that anyone can just enter the name of a Check Point partner and see the clear text names of all that partners emloyees having a Check Point UserCenter account. This is confidential and should not be viewable for just everyone who'd like to know.

Re: BEYOND - Customer Success Hub

G_W_Albrecht — Mon, 17 Dec 2018 09:16:58 GMT

Second, you can not open a ticket as a CCSP - every opened ticket goes under the CCSP UserCenter Account, but not the customers UC ! Not very important, really - only that the customer is unable to see the opened SR# in his UserCenter anymore 😞

Re: BEYOND - Customer Success Hub

G_W_Albrecht — Mon, 17 Dec 2018 10:28:08 GMT

That is not the only place you now can see detailed information not formerly available - but we also find a lot of empty lists and links...

Re: BEYOND - Customer Success Hub

Daniel_Szydelko — Mon, 17 Dec 2018 11:05:45 GMT

I'm not sure if sending updates through email reply working fine, as I received:

===

Subject: Please Contact Us via 'Beyond' - Check Point's Customer Success Hub

Dear Sender,

In order to communicate with Check Point Technical Support over new or existing Service Requests, please login to
'Beyond' - Our Customer Success Hub.

Thank you, and we look forward to serving you.

Check Point Technical Services
24×7 Technical Support
Americas: +1-972-444-6600 / +1-888-361-5030 (Toll Free)
International: +44-114-478

===

Re: BEYOND - Customer Success Hub

Bulat_Salakhutd — Mon, 17 Dec 2018 11:37:55 GMT

only one question: how you guys test it before implementing it to production environment? why you cannot leave old page and add new one as second link? we cannot create new SR - no errors, just loading page, we cannot see old updates in previously created SRs.

But it'a great success that we can use EMOJIS now, really appreciate it, now we can use pictures to explain checkpoint troubles. HUGE success

Re: BEYOND - Customer Success Hub

G_W_Albrecht — Mon, 17 Dec 2018 11:48:16 GMT

I just have opened a new SR# and i succeeded in opening it for the customer UC - in the third field the UC Account# works, but intermediate display is wrongly showing the CCSP UserCenter Account...

Re: BEYOND - Customer Success Hub

Moti — Mon, 17 Dec 2018 12:04:41 GMT

Fixed

Re: BEYOND - Customer Success Hub

Ricky_Nissanov — Mon, 17 Dec 2018 12:46:04 GMT

Thank you very much for the feedback

We are working diligently on addressing this issue and we hope to have a solution by the end of the day.

Re: BEYOND - Customer Success Hub

Ricky_Nissanov — Mon, 17 Dec 2018 12:48:16 GMT

Thank you very much for the feedback.

This issue is now fixed.

Re: BEYOND - Customer Success Hub

Ricky_Nissanov — Mon, 17 Dec 2018 12:53:43 GMT

Thank you very much for the feedback

You should be able to reply any email coming from the new system (from Dec 16th) or to update the Service Request using the post.

Re: BEYOND - Customer Success Hub

Ricky_Nissanov — Mon, 17 Dec 2018 12:56:32 GMT

Thank you very much for the feedback

We are working diligently on addressing this issue and we hope to have a solution by the end of the day.

Re: BEYOND - Customer Success Hub

Ben_Dunkley — Mon, 17 Dec 2018 13:26:14 GMT

The default 'Recently Viewed' list on the home screen is ok, the entries on the list are readable, and you can find the one you want easily. On the other hand, The 'All Open Service Requests' view is a bit of a mess, with most of the fields truncated to the point that they're not that useful. (On further inspection, all except the two 'recently' ones are like this).

On the create new SR page, the UC account dropdown is... odd. It is giving me a choice of three chosen customer UC accounts and 'Other', with no particular idea why those three accounts specifically were chosen? Odd.

Asset dropdown is mostly ok, but might be nice to include the device hostname if available.

The walkthrough video/slideshot thing indicates that the dropdowns should automatically filter based on other information entered, this doesn't seem to be the case in at least some instances - e.g. select R80.20, get offered Splat & Windows as options. (Although maybe it only takes the 'Product Line' bit into account for this, and ignores the version).

There are a few instances as well where a mouseover box causes the underlying page to shift around which is a bit annoying, but not a major problem.

The lack of history within a ticket (as mentioned further up the thread) is probably the biggest problem, especially when picking up tickets from colleagues half way through.

Re: BEYOND - Customer Success Hub

G_W_Albrecht — Mon, 17 Dec 2018 13:30:08 GMT

I just spent a lot of time trying to open RMA ticket - that is is no longer possible ! After trying RMA, Tech ticket and chat in vain i will now phoneCP

Re: BEYOND - Customer Success Hub

Ben_Dunkley — Mon, 17 Dec 2018 13:31:26 GMT

Also the button to add an update to a ticket being labelled 'Share'... just feels a bit wrong for some reason.

Re: BEYOND - Customer Success Hub

Alex- — Mon, 17 Dec 2018 13:47:48 GMT

I had issues with basic communication with TAC, like getting case notes so we had to schedule phone sessions. While it is very appreciable to continuously improve the user experience, this update feels a bit rushed and could have gone through more QA.

EDIT: If the ticket owner at ITAC would put an update with for instance upload credentials, it would never appear, we would have to call to exchange ZOOM sessions Id and chat from there.

Re: BEYOND - Customer Success Hub

Ricky_Nissanov — Mon, 17 Dec 2018 14:05:26 GMT

Hi Alex,

Thank you for your feedback,

We are doing our best to address these issues ASAP.

Can you please provide the SR#, so we can better investigate this problem.

please send it to beyond@checkpoint.com

Thank you!