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Tips & Techniques
This section contains helpful product usage
tips on Basic Builder, Profit Builder CFO, Profit Builder Millennium, and Bid Team.
Telephone Support Tips:
What can I do to expedite my Support request?
Whether you get your CDCI product support from your local certified dealer or from CDCI directly, here are some basic ground rules that
can help you get a faster solution to your problem.
Be ready to give us your company name and phone number. Be sure to give your name or the name of the person to be contacted on the return call. Be specific when giving the name of the product you are using. For example, is it Basic Builder II or Basic Builder for Windows. Be as detailed and specific as possible when describing the problem:
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What module.
What function (Entry, Processing, etc.)
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Note any error messages or codes that were
displayed by the system when
the problem
occurred.
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What did you do after the problem was encountered.
Here's a good example of a very concise but complete support request: I was in Accounts Payable, processing invoices and got an error message that said "Failure to open data file \pbc\c1\apdat10.d01 Error
12."' I tried processing again and got the same message." All of the analyst's basic questions have been answered which means that you're already well on your way to solving the problem. And, you may wish to consider submitting your support request by fax rather than by phone. This way you can provide screen prints, reports, etc. that may help identify the problem. What Happens When I Call CDCI for Support?
Here at CDCI, we use customer support software
to manage our support calls. Here's what
happens when you call in for support:
A Response Center operator records certain basic information to assist in the Support Analyst in making the return call and then checks your Maintenance and Support Contract status. Your call is entered into the support system database that prioritizes it according to the severity of the problem (unable to get into the system, payroll checks due today, etc.) and your company's
maintenance/support contract status. The appropriate product Support Analyst picks up his/her calls in priority order and researches the problem before making a call back. As we noted earlier, the more information
you can provide, the better. If an answer
is not readily available, the support analyst
may have to consult with a manager or a member
of the programming staff in attempt to solve
the problem. |
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