SAP Business One Support – Pioneer Client Portal User Training

Pioneer B1 Client Portal in AutoTask

Working in a new environment can be stressful if you don’t know how to properly interact with all its features. To help you feel Confident in this new environment, Pioneer has put together a User Training Guide for the PB1 Client Portal.

Read the break down of the User Guide below to learn how to get the most use from your Pioneer B1 Client Portal in Autotask.

Contents:

  • Welcome to Pioneer B1 Client Portal
  • Getting Started
  • Home
  • Tickets
  • Creating a New Ticket

Welcome to Pioneer B1 Client Portal!

Page 3

First, what is the Client Portal?

It is a Secure Website that gives you access to your company’s Support Requests and Projects in Autotask

What can you do there?

Create tickets
Monitor Tickets/Projects

Submit Tickets directly into our Ticketing System

Monitor Progress/Status of on-going Tickets/Projects

Add Notes or Attachments

Run Reports

…And More!

Getting Started in The Client Portal

Page 4

Before you Start Working in the Client Portal…

…You’ll receive a Welcome Email!

 When you First Login you should Edit Your Profile and Change Your Password!

Edit Your Profile

Page 5

No matter what level user you are, you are able to view and edit your Client Portal User Profile.

How to Edit Your User Profile:

  • At the top of the Client Portal, click the Edit Profile link
  • Review and edit your information
  • View Security Level Permissions
  • Click Save and Close

Change Your Password

Page 6

To Change Your Password, you are going to go back into your Client Portal User Profile.

Once There:

  • Click Change Password
  • Type Current Password
  • Type New Password (5-50 alphanumeric characters)
  • Type New Password again
  • Click Save and Close

Navigate the Client Portal

Page 7

To log in to your Client Portal the first time, use the URL, Username, and Password from the Welcome Email you received.

Don’t have your User Credentials? Send an email to Support@PioneerB1.com to have the info resent to you!

There are 2 ways to store your credentials for faster and easier future access:

Select Remember My User Name to only have to enter your Password and click LOGIN upon returning or,

Select Keep Me Logged-in On This Computer to only have to click LOGIN upon returning.

Client Portal Home Page

Page 8

The first thing you see after logging into your Client Portal is your Home Page.

The Home Page is made up of 2 main components:

The Page Header, which is persistent no matter what pages you open; and the Dashboard.

The Page Header

The Page Header stays visible to you while you navigate your Client Portal, and contains several useful features.

  • In the Top-Right Corner, you will find a drop-down menu where it says Hi, that gives you access to profile/password settings, the ability to open a ticket, and athat opens online help.
  • Below that is the Navigation Menu showing Home, Tickets, Projects, and etc.
  • And finally, below that is the Announcements Line showing current news items, approval requests, and etc. displayed in colored banners.

The Dashboard

Page 9

The remaining majority of the space consists of The Dashboard.

The Dashboard is populated with several Cards – data and graphics summarizing and displaying Ticket and other information

The different types of Cards you can experience are listed below:

Tickets in the Client Portal

Page 10

And now on to the most important thing to you – The Tickets!

You can use the Client Portal to submit a Ticket for any issues you may be experiencing, and it will go directly into one of our queues to be prioritized and assigned.

When you initially submit an issue you include:

  • A Title
  • A Description of the Issue
  • The Priority
  • Your Contact Information
  • And Answers to any Follow-Up Questions

After the Ticket has been received by us, depending on your security level, you will be able to see:

  • Consultant Assigned to the Ticket
  • Number of Hours Worked on the Ticket
  • And Notes and Attachments that have been added to the Ticket

No matter your security level, you will be able to Track Ticket Status, Add Attachments, and Enter Notes of your own.

The Tickets Menu

What Can You Do With the Tickets…?

It depends on your Security Level, but you can:

Submit Tickets Directly

Search Existing Tickets

Monitor Progress, and Review Notes and Time Entries of Previously Submitted Tickets

Add Your Own Notes and Attachments

Creating A New Ticket

Page 11

Now that you know your way around the Client Portal, it’s time to make a Ticket!

There are 2 ways you can create a New Ticket after encountering an issue:

Create an Automatic Ticket By E-Mail

Send an Email to Support@PioneerB1.com

The System will then create a New Ticket based on the following information:

Ticket Title => Email Subject

Description => Email Body

Ticket Contact => Company’s Contact According to the Email Address

Creat a Manuel Standard Ticket

1. On the Home Page click New Ticket OR click Tickets > New Ticket

Select the Request Type:

2. Complete the following Fields:

3. Save the Ticket, and you’re done!

Now that the Ticket is submitted, you can use the Client Portal to check the status of your Ticket at any time by checking My Tickets, Open Tickets, or Find Tickets options.

View A Ticket

Page 13

For Users with a Standard Client Portal Security License, when you are assigned the Ticket Contact, you can View the Ticket in the Client Portal, Add a Note or Attachment, Consult the Knowledgebase (if it is enabled), and Print the Ticket.

All Ticket Fields are Read Only

Other Actions You Can Take When Viewing A Ticket

The Supported File Size for Uploaded Attachments is Limited to 10 MB!

Autotask WILL NOT ACCEPT the following File Formats: ade, adp, app, asp, aspx, bas, bat, cer, chm, class, cmd, cnt, com, cpl, crt, csh, cshtml, der, exe, fon, fxp, gadget, hlp, hpj, hta, inf, ini, ins, isp, its, iw, js, jse, ksh, lnk, mad, maf, mag, mam, maq, mar, mas, mat, mau, mav, maw, mda, mde, mdt, mdw, mdz, msc, msh, msh1, msh1xml, msh2, msh2xml, mshxml, msi, msp, mst, ops, osd, pcd, php, pif, plg, prf, prg, ps1, ps1xml, ps2, ps2xml, psc1, psc2, pst, reg, scf, scr, sct, shb, shs, tmp, url, vb, vbe, vbp, vbs, vsmacros, vsw, ws, wsc, wsf, wsh, xnk.

Resources for PB1 User Training Guide – Client Portal in Autotask

Looking for more information? Below are a few links carefully selected by our experts that should give you everything you need to know about our Client Portal in Autotask. Feel free to browse our resources or check out our knowledgebase. If you have any questions about SAP Business One, Creating/Managing a Ticket, Autotask, and more, reach out to us by phone at 855-202-5087 or email Support@PioneerB1.com.

PB1 User Training Guide – Client Portal in Autotask

Pioneer B1 Support Enhancements Blog

SAP Business One LinkedIn Tips and Tricks Group

SAP Business One Training Webinar Playlist on Youtube

Pinterest
LinkedIn

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