BEYOND - Customer Success Hub

[_Val_]

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:

1. 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.
2. Users now can access all tickets on the accounts they are connected to (regardless if they or others opened these tickets).
3. RMAs should be working now

[Alex_Tooze]

I seem to be unable to raise a new S/R (again). Screen just hangs after 'Create a new S/R'. Is there a fault (again)? I would report this issue via the S/R system, but of course, I can't 😉

[Alex_Tooze]

Response: "Please note that IE11 is currently not supported due to SalesForce limitation. if you use IE11, please switch to other browser , we recommend Chrome/Firefox."

So apparently the BEYOND system will not work with IE11. That makes things a bit difficult for us, as our PCs and software are locked down with no alternative browser installed. Are there plans to address this? Is there an alternative way we can raise/manage S/Rs?

Out of interest, does this platform work with Edge?

[Václav_Brožík]

IE really should not be used as a general web browser any more. Currently it is supposed to be used only for really old and badly designed web servers which do not work with other browsers.

See: Microsoft security chief: IE is not a browser, so stop using it as your default | ZDNet 

There is something wrong with the software equipment of your PCs

[Ricky_Nissanov]

Yes, it does work with Edge.

[Johannes_Schoen]

I noted two things:

1. When the session is expired and you click on a case number you are redirected to the logon page.
   After successfully authenticating there, I'm getting redirected back to the support homepage and need to search for my case number again. (It's the same when the session timed out and you click on a link to a sk - after authenticating, you are redirected to the support portal....)
2. I can't see any option to save the filter "all open service requests" as default.
   I need to change this setting everytime when I access the tickets

[MikaelJohnsson]

Has anyone else noticed that the option to add a comment to an update has disappeared?

I found it useful to be able to comment to an update, where you could add questions as an update and

have the following answers/communications regarding this question as comments...

[_Val_]

Ricky Nissanov‌, could you please assist?

[Ricky_Nissanov]

Indeed 'Comment' and 'Like' were removed due to users demand and after a thorough investigation in which we identified that number of customers messages had been ignored/missed when sent as a comment.

To update a Service Request , we recommend to use the post or reply the SR email thread.

 

[Ashley_Black]

One more to add to the points I have previously raised, of which not all have been resolved, but anyway.

What is the point of asking for a reason when reopening a case if it is not put into the ticket notes?

[Ashley_Black]

Got the following Automated response:

>Dear Sender,

>

>Please note we could not relate this Email to an existing Service Request or open a new one.

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

>

>If you are trying to update an existing Service Request by replaying to an email you received from Check point

>support, please ensure the ref ID from the original email you are replying to is in the header or the body of the

>email.

>The ref ID can usually be found at the header of the original email and looks like this:

>ref:_XXXXXXXX._XXXXXXXXXXX:ref

Not a single bit of information about which of the many many many emails that we send this relates to. Utterly useless.

[Ashley_Black]

File Type Error

File type not allowed: tar

Why can't I attach a 80k tar file that your hardware diagnostics program creates?

[G_W_Albrecht]

RMAs are still much harder to make in Beyond, but my one main bug still darkens my work: the dreaded CASES RECENTLY VIEWED list, a real PITA that makes things harder than ever needed. Why not have an own default list filter ?