EpicCare Customer

Portal User Guide

This guide will help customers gain access to the EpicCare
Customer Support Portal.
Table of Contents
Table of Contents ..................................................................................................... 2
Introduction .............................................................................................................. 3
Registering for the EpicCare Portal .......................................................................... 4
Resetting a Password for the EpicCare Portal ........................................................ 13
Epicor Channel Partners and Contractors .............................................................. 15
Power User versus Standard User .......................................................................... 16
Introduction
What is the EpicCare Customer Portal? Within Epicor, the EpicCare platform was developed to
offer a best-in-class solution for how we serve our customers. EpicCare provides a single support
system operating across all products, all geographies, and all businesses, together with a standard
and consistent set of support processes. This makes it much easier for customers and partners to
do business with us.

The EpicCare program is changing the way we deliver Support. We’ve introduced new processes
within the EpicCare platform, such as the Positive Case Closure (PCC) process. We’re changing
how we interact with other departments such as Development and Professional Services. We’re
also changing how we interact with our customers. Our entire organization is committed to
making these changes to improve how we run our business and how we serve our customers.
We’re taking feedback continuously on the program and working to incorporate all of it. We
encourage you to share your experiences and suggestions with us. Please use the Suggestion Box
link on the EpicCare Customer Portal Login page to submit ideas, suggestions, or experiences.

With the deployment of the EpicCare platform comes a new Customer Portal. The EpicCare
Customer Portal allows customers, partners, and consultants to manage their support needs. To
gain access to the portal, end-users (customers, partners and consultants) must first complete the
registration process.
Registering for the EpicCare Portal
Customers can follow the steps below to register for the EpicCare Customer Portal. For details,
watch the EpicCare Registration video.

1. Access the EpicCare Customer Portal via https://epicorcs.service-now.com/epiccare/

2. Click Register

3. Choose the applicable Epicor customer relationship

Note: This is an important step to make sure user setup is correct. The options are:

 Epicor Customer Employee: Register as an Epicor Customer Employee if you are a full or part
time employee of the customer account. You will be able to submit and view cases for this
account.

 Epicor Authorized Channel Partner or Alliance Partner: Register as an Authorized Channel

Partner or Alliance Partner if you have a partnership agreement with Epicor. Upon approval,
you will be able to submit and view cases for your associated Epicor accounts.

 Contractor (Service, Project, or Other): Register as a Contractor if you have been hired by an
Epicor Customer to perform a service, such as IT, accounting, or for an implementation project,
or other temporary work. If you do not have an Epicor account, you will be required to create
one. You can then associate your account with Epicor customer accounts to submit and view
cases on their behalf.
4. Complete the General Contact Information section
 5. Complete the Access Details section:

a. Select the appropriate Access level requested from the drop-down menu

Note: There are two (2) access levels to choose from, Standard User and Power User. Power Users
will be able to manage items at the account level whereas a Standard User will be able to manage
their own account information. Please see the Power User versus Standard User section below for
details.

b. Select the appropriate Organizational role from the drop-down menu

c. Select the Preferred Language from the drop-down menu

Note: The Organizational roles are User, Influencer, and Decision Maker. The User option should
be chosen for average users. The Influencer role is for persons responsible for influencing change in
their organization. The Decision Maker option should be designated for users who make decisions
in the organization.

6. Complete the Notification Preferences section:

a. Select the applicable EpicCare Support Updates option from the drop-down
menu

Note: Customers are encouraged to choose the Real-time updates option in order to receive emails
about their Support cases.

b. Select Yes or No from the Receive a weekly digest of open items drop-down
menu
 c. Select Opt-in or Opt-out from the Surveys drop-down menu

Note: Customers are encouraged to choose the Opt-in option to receive periodic surveys. The
surveys are used to tell Epicor how well we are doing.

d. Key the name of the person(s) who should be copied on email notifications in the
Always copy field, if applicable

7. Click Submit

Note: After clicking Submit, an EpicCare Portal password will be sent to the email address provided
on the registration form. In addition, a confirmation message will appear redirecting you to the
EpicCare Portal Login screen. Customers must wait until they receive a Registration Complete
email containing the temporary password, before attempting to log in to the new EpicCare Portal.

The Power User (Administrator) of the Account will receive a notification (see Figure 1 below) to
approve the request for contact registration. He or she will either approve or reject the request.
 Figure 1: Sample Power User E-mail Notice for Contact Registration Request

If the Power User does not take action or approve the contact registration request, the contact
registration is rejected. The requester receives the notification below (see Figure 2) with the name
of the power user(s) to contact for further information about the rejection.
Figure 2: Contact Registration Notice Rejection
 8. Retrieve the temporary password sent to the email address used on the registration form

9. Access the EpicCare Customer Portal via https://epicorcs.service-now.com/epiccare/:

a. Key your E-Mail Address (User name)

b. Key the temporary password retrieved in step 8 in the Password field

c. Click Login

Note: The system will prompt you to create a new password that is at least 8 characters long and
contains at least one upper case letter.

d. Key the temporary password in the Current Password field

e. Key a new password in the New Password field

f. Re-key the new password in the Confirm New Password field
g. Click Submit
Resetting a Password for the EpicCare Portal
Users will follow the steps below to reset their password for the EpicCare Customer Portal.

1. Access the EpicCare Customer Portal via https://epicorcs.service-now.com/epiccare/

2. Click Forgot password

3. Request a temporary password:

a. Key your Email Address (User Name)

b. Key your Account Number

c. Verify the information keyed is correct

d. Click Submit

4. Obtain the temporary password:

a. Open the Epicor Support Portal - Password Reset e-mail message

Note: Please be sure to check the Spam or Junk Email folder if the Epicor Support
Portal - Password Reset E-Mail message is not found in the Inbox.
 b. Verify the temporary password provided in the body of that message

5. Access the EpicCare Customer Portal via https://epicorcs.service-now.com/epiccare/:

a. Key your E-Mail Address (User name)

b. Key the temporary password retrieved in step 4 in the Password field

c. Click Login

Note: The system will prompt you to create a new password that is at least 8 characters long and
contains at least one upper case letter.

d. Key the temporary password in the Current Password field

e. Key a new password in the New Password field

f. Re-key the new password in the Confirm New Password field

g. Click Submit
Epicor Channel Partners and Contractors
Channel Partners, Contractors, and Consultants (service, project and other consultants) must first
request to establish a relationship between their account and the Customer’s account to be able
to submit support cases on behalf of an Epicor customer. This approval process is a way to protect
customer data and uphold confidentiality restrictions.

The contractors and channel partners will use the Request an Account Association to an Epicor
Customer form once registered and logged into the EpicCare Customer Portal. The entire
approval process is automated. Epicor customers are required to approve these requests before
they will be connected. Once connected, that account will be available for selection on the Create
Case form. In addition, they will see any Cases created by them for that account. No other
customer cases will be visible.

The maximum time period for this account association is 180 days. A Contractor’s relationship
with an Account will expire every six (6) months. Customers must review and extend if an ongoing
relationship is required.
Power User versus Standard User
Power users can manage items at the account level where as Standard users will be able to
manage their own account information.

Standard Users can:

► View Open Cases Created by the User/Contact

► Update Profile and Notification Preferences
► View All Product Profiles, Assets, and Entitlements Active for the Support

Power Users can:

► View all Open Cases for the Account

► View All User Profiles
► Manage Account to Add Business, Admin and Technical Contacts
► Manage Product Profiles
► Disable Contacts on the Account
► Update Access Type for Contacts

About Epicor
Epicor Software Corporation drives business growth. We provide flexible, industry-specific
software that is designed around the needs of our manufacturing, distribution, retail, and
service industry customers. More than 45 years of experience with our customers’ unique
business processes and operational requirements is built into every solution—in the cloud or
on premises. With a deep understanding of your industry, Epicor solutions spur growth while
managing complexity. The result is powerful solutions that free your resources so you can grow
your business. For more information, connect with Epicor or visit www.epicor.com.