Here at Snow, we offer a number of ways for customers to resolve technical issues, including on-site visits and phone support in multiple languages. But the fastest and most efficient way to interact with us is through one of our online customer portals: Snow Globe community, Knowledge Base articles and Support Portal case management.
In this inaugural post of Snow tips and tricks – a new series meant to help you become more familiar with the Snow platform, best practices and additional resources – we walk you through each of our online customer portals so you can quickly identify which one is the best fit for your various needs and questions.
The Snow Support Ecosystem
Snow Globe is our customer community where you can get help from your peers as well as Snow employees. You can ask questions, browse answers, share tips and connect with your fellow Snow users. You may notice that Snow Globe has a new look and feel – we recently migrated to a new platform, which means the community now has a more modern architecture. Topics provide structure for questions on products and best practices, and they are organized around six key categories: Software & License Management, Cloud Management, Security & Data Privacy, Data Services & Inventory, ITSM & Automation and Hardware & Device Management. Groups offer a place to collaborate and share specific information such as the latest product releases and important Snow announcements.
The Snow Knowledge Base is a self-help portal containing hundreds of articles and best practice guides that go deeper into the various products, solutions and technologies offered. You can search the constantly updated repository using keywords and filters to ensure you gain the information you need quickly and easily. The Knowledge Base is available 24/7 to provide configuration documents, pre-requisites etc. plus workarounds and fixes for known problems and issues, so it adds a crucial ‘immediately there’ information and is regularly updated to help benefit from the knowledge of the whole team.
If you can’t find the answers you’re looking for in Snow Globe or the Knowledge Base, the Support team is always available to help. Using the Support Portal gives you the fastest routing to global specialists that can you help resolve your problem. When you raise a support case, we recommend that you provide as much pertinent information as possible. You can clarify your issue and help accelerate a resolution by including a detailed description, any screenshots, potential error codes and log files.
When should I use the portals?
Making full use of our online customer portals means you’re likely to get a speedier resolution to your problem because the entire system was built to accelerate this process.
You need the answer now
To quickly find documentation, a workaround or a fix, searching the combined Snow Globe and Knowledge Base database is the fastest way to find the answers you need. If you can’t find the answer, posting to Snow Globe is also a very efficient way to rapidly get a response. Many Snow customers, partners and staff are regularly online and active within the community throughout the day, meaning you have immediate access to expert knowledge from your peers and Snow staff.
You want to expedite the process
Reporting your technical issue via email doesn’t always allow for contextual information to be included, and it often takes longer for our teams to process it and pull in additional resources. By using the Support Portal, you can provide all of the required information in one place and provide additional information when necessary, meaning that your case can be routed to experts and processed more rapidly.
In addition to helping us pre-qualify and quickly route your issue, using the Support Portal means that as you raise your case, you’ll be presented with relevant knowledge in context. It is possible that the right Knowledge Base article or Snow Globe post will pop up and help you solve your issue immediately.
Of course, once you have submitted your case, if your need is urgent, you can also access our helpline numbers to enable you to call in and reach one of our agents via the numbers available on our website.
You are looking for a new perspective
One of the great benefits of our community is that it is driven by users, not just Snow employees – there is a tremendous amount of inspired brainstorming and troubleshooting happening every day. Asking questions in Snow Globe means that you could uncover an unusual use case we haven’t heard of yet. Or you might inspire a new solution or best practice. This type of creative problem solving is a great way for you to share your expertise with the community.
You want the information to come to you
All of the portals have options for automated push notifications. In Snow Globe you can subscribe to groups like Product Releases and News & Updates as well as follow relevant threads and users. In the Knowledge Base, you can subscribe to get real-time notifications from the Known Issues Database, new articles and updated articles. You will also get updates on case progress from the Support Portal. So rather than hunting things down, our platforms will send that information directly to your inbox.
How do I get started?
Register for Snow Globe
- Go to Snow Globe here
- Click Login in the top right corner
- Click on the new user button
- Fill in the New User Registration Form
Login to Snow Globe
- Go to Snow Globe here
- Click Login in the top right
Access the Support Portal
To access technical support, click on the Support menu header in Snow Globe.
We really hope that you take full advantage of our online customer portals to explore the knowledge and to accelerate the resolution of any queries. Should you have additional ideas on how you prefer to receive information, address any questions, or connect quickly with Snow, don’t hesitate to reach out to me personally at firstname.lastname@example.org.