Introduction:

The Veeva Product Support Portal is the first place our customers can go to find Veeva Product Support information. It has been redesigned to organize content to make content more findable and easier to browse. The Support Portal is designed to provide a complete Self-Service option for Veeva customers enabling them to find answers to questions and help resolve problems quickly.

The Veeva Product Support Portal is open for access.  Anyone can browse much of the Support Portal content without logging in.  Some information is only available through a Support Portal Login Account.  In addition, if a ticket is to be opened or a post is made to the Community, the user is asked to supply login credentials prior to doing so.

Prior to logging into the Support Portal, the user sees the following selections on the banner:

A user needs a Support Portal account to access some of the content on the Support Portal and to post Questions to the Product Support Communities.

After logging into the Support Portal, the user is positioned on the Knowledge page and sees the Tickets option in the banner:

The Support Portal provides the following sections:

• Knowledge - The Home page provides access to the product Knowledge Base (KB) which contains problem solution articles for common Product problems or questions. In addition, the Knowledge page provides links to the Veeva Trust site, Salesforce.com (SFDC) Trust site, Alerts, Product Support Policy, Release Notes and more!
• Tickets - This link allows a customer to open a Support Ticket and manage existing tickets. Note: The user must be logged-in in order to create and manage tickets. The Tickets link does not appear on the Portal UI until login is completed.
• Documentation - This link opens a KB article that contains links to Veeva Product Help Documentation.

• Community - This link takes the user to the Product Community page where the user can post product questions, stay informed on product announcements through a notification subscription, and provide product enhancements suggestions.  Note: The user must be logged-in in order to create posts to the Community pages.

• Sign In - Although the Support Portal is open for anyone to browse, there are some actions that require a login: opening & managing tickets and creating posts to the Product Communities. If the user does not have a login account, click the Signup link or complete the New User Account Request on the Customer Support and Community login page. Once the user is signed in, the button changes to show the username. The user can click on the links in the drop-down next to the username to view the user profile (MY PROFILE), access tickets the user has opened (MY TICKETS), or sign out of the portal (SIGN OUT).

 On the Knowledge page, the user sees the following section:

If the user clicks on the Community link, it takes the user to the Product Community page for that product.

The user can click on the Product icon or the Knowledge link to access a list of solution articles for that particular product. The articles for that product are sorted by product areas.

Example: if the user clicks on the CRM icon, a list of product areas (Account Management, Address, Analytics, etc.) appears with a count of the number of articles in that area:

Veeva Product Communities

The Veeva Community page allows a user to post simple questions (not requiring a ticket) to product Communities for Vault, CRM, Align, and Veeva Network. The Q&A Community is now serviced by Product Support.  We hope to respond to questions within 24-hours of the post. Answers will be provided as soon as possible. The Community also allows a user to post product enhancement requests for our products and sign up for notifications by clicking the Follow button. Sometimes posts may require a ticket is opened as the topic is much more involved. The user is notified in the Community post if that is the case and a ticket is opened to provide further communications with the user.

Self Service:

Access the Getting Started Using Support Self-Service article.

Knowledge Collection Articles:

There are a number of articles in the Knowledge Base that can help our customers get started.  Some articles, which are related, are grouped together into a Knowledge Collection article.  Other articles stand alone and provide helpful information. These articles can be bookmarked and refreshed occasionally as new content is being added on a regular basis. Access the Getting Started: Important articles.

Send us your feedback: We are always looking for feedback to help improve our Knowledge Base! Please let us know if this article is helpful or provide feedback on how we can improve your experience by clicking here.