DSx.

Client Care
User Guide for final customer using
DS Partners’ Support Tool

Last DSx.Client Care delivery date: February 20th, 2014

Last revision date: February 13th, 2014

DSx.Client Care – User’s Guide Page 1

Final Customer using DS Partners’ Support Tool
 TABLE OF CONTENTS
Introduction 3
What is DS Partners’ Support Tool? ............................................................................ 3
List of functionalities ..................................................................................................... 3
Service Request's life cycle 4
Preliminary information : 5
Request Status Definitions ........................................................................................... 6
Request Closure Policies 8
How to Access to DSx.Client Care ................................................................................ 11
Fields Description : 16
A. Create a request ................................................................................................. 16
B. Consult a request ................................................................................................ 18
Scenarii 20
Scenario 1: Final customer creates a Request .......................................................... 20
Scenario 2: How to create a request “New From”? .................................................... 26
Scenario 3: How to attach a file? ............................................................................... 27
Scenario 4: Customer provides information to a request ‘Waiting for Information’ ..... 29
Scenario 5: How Customer validates Closure proposed by DS Partner? .................. 31
Scenario 6: How Customer refuses Closure proposed by DS Partner? ..................... 34
Scenario 7: How Customer re-opens a closed Request?........................................... 35
Scenarii Search 37
Scenario 8: How to search for a request? .................................................................. 37
Scenario 9: How to search in Knowledge base? ........................................................ 38
Interface ..................................................................................................................... 39

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Final Customer using DS Partners’ Support Tool
Introduction
What is DS Partners’ Support Tool?
DS Partners’ Support Tool is a set of functionalities provided by Dassault Systèmes to
its business partners, within its online Service Requests management solution
"DSx.Client Care". This tool gives them the ability to manage Service Requests
submitted by their Customers or for them. Both final customers and DS Partners directly
work in "DSx.Client Care".

This document describes the different functionalities the tool offers to final customers of
DS’s Business Partners.

Targeted audience of this guide is the final customer.

List of functionalities
My Dashboard
Get an instant and synthetic view on your support activity
Knowledge Base
Search for existing Bug Reports, Q&A and SR in Knowledge base
New Service Request
Create a new Request
Search Service Requests
Search for your own opened Requests
New Media Download & Order
Create / Download a new Media Order
Search Media Download & Order
Search for your own Media Orders
Search CRITSIT
Search for your CRITSIT
Support Services
View Support Services of DS Partner and his Customers
Customer User’s Guide
Access to DSX.CLIENT CARE Technical Support functionalities
description
(dedicated documentation for DS Customers)
Partner User’s Guide
Access to DSX.CLIENT CARE Technical Support functionalities
description
(dedicated documentation for DS Partner)

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Final Customer using DS Partners’ Support Tool
Service Request's life cycle

Any request submitted through the DSx.Client Care Partner Tool has following workflow:

Terminology:

- VAR : DS Business Partner

- FE : DS Front-End
- BE : DS Back-End

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Final Customer using DS Partners’ Support Tool
Preliminary information :

Urgency definition:

1- Urgent: Unable to use the product. No workaround is possible and there are
critical impacts on operations.
2- High: Operations are severely restricted by the problem, but workaround exists.
3- Medium: Service available with some non-critical functional restrictions
4- Low: Minimal or no impact to operations, or a way to circumvent has been found.

Remark about cc email syntax:

The accepted format for CC emails must be the following:

- "email1; email2; email3..."
- The separator can be a semicolon or a comma, preceded or followed by spaces
- Each email must conform the standard regular expression :
/^[\w.%-]+@[\w.%-]+\.[a-z]{2,4}$/i
- The meaning of the regular expression is that email must be composed of:
o alphanumeric characters + underscores + dashes + dots + percent signs
(the user)
o followed by and arobas (at sign)
o followed by alphanumeric characters + underscores + dashes + dots (the
domain)
o followed by an extension of two to four characters (the country/com/info…)

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Final Customer using DS Partners’ Support Tool
Request Status Definitions

DRAFT
Customer has started to fill in a request and needs to review it
before submitting it. This draft request is only seen by its creator
and cannot be tracked.

VAR NEW
Customer has submitted his Request to his DS Partner.

ANALAYSIS
DS Partner needs to analyze the Request before submitting it to
DS Front-End

FRONT-END ANALYSIS
A request has been created, analyzed by DS Partner and
submitted to DS Front End. Depending on Customer’s country,
request is automatically dispatched to the local geographic DS
Front End. The request’s is being handled by the local DS Front
End.
or
DS Front End waits for an answer (mail, phone, fax) coming from
a third party.

UNDER VAR REVIEW

DS Partner needs to validate DS Front-End answer before
sending the answer to Customer.

BACK-END ANALYSIS
The request is considered as a DEFECT or a NON DEFECT by
DS Front End who sent it to DS Back End for certification.

DEV HANDLING
The request must be handled by the DS Development Team. DS
Back End created a Bug Report to get a correction. Back End has
to validate correction delivered by development
or
DS Front End or DS Back End found a similar problem to an
open Bug Report and waits for the Bug Report closure.

WAITING FOR DELIVERY

The request corresponds to a Bug Report closed on a level not yet
available. Customer has to wait for closure level to be orderable.
Once closure level available, status is automatically updated to
WAITING FOR CLOSURE.
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Final Customer using DS Partners’ Support Tool
 WAITING FOR INFORMATION
DS Partner requested more information or data from Customer.

WAITING FOR CLOSURE

DS Partner suggested a solution to Customer or closure level is
now orderable.
CLOSED
The request is CLOSED and its status cannot be changed.

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Final Customer using DS Partners’ Support Tool
Request Closure Policies

For any request in “Waiting for Closure” or “Waiting for Info” status, a policy closure
has been implemented in order to close these requests.
1. For any request in “Waiting for Closure” status, here is the proposed solution:
a. after 7 days: first automatic email sent to Customer and logged as Message to
Customer, copy Front-End responsible.
b. after 14 days: second automatic email sent to Customer and logged as Message
to Customer, copy Front-End responsible.
c. after 28 days: automatic closure: status becomes “Closed” and email sent to
Customer and logged as Message to Customer, copy Front-End responsible.
2. For any request in “Waiting for Information” status, depending of the urgency,
here are the proposed solutions:

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Final Customer using DS Partners’ Support Tool
 a. Urgent : from the “Waiting for information” status
i. after 7 days: first automatic email sent to Customer and logged as
Message to Customer, copy Front-End responsible.
ii. after 14 days: second automatic email sent to Customer and logged
as Message to Customer, copy Front-End responsible.
iii. after 21 days: urgency decreases to High and email notification is
sent to Customer and logged as Message to Customer, copy Front-
End responsible.
iv. after 28 days: urgency decreases to Medium and email notification
is sent to Customer and logged as Message to Customer, copy
Front-End responsible.
v. after 35 days: urgency decreases to Low and email notification is
sent to Customer and logged as Message to Customer, copy Front-
End responsible.
vi. after 42 days: request in “Waiting for Information” is automatically
closed. Status becomes “Closed” and email notification is sent to
Customer, copy Front-End responsible.

Remark: Urgency decrease does not apply on Urgent SR with at least a

CRITSIT in all status except Draft.

b. High :
i. after 7 days: first automatic email sent to Customer and logged as
Message to Customer, copy Front-End responsible.
ii. after 14 days: second automatic email sent to Customer and logged
as Message to Customer, copy Front-End responsible.
iii. after 28 days: urgency decreases to Medium and email notification
is sent to Customer and logged as Message to Customer, copy
Front-End responsible.
iv. after 35 days: urgency decreases to Low and email notification is
sent to Customer and logged as Message to Customer, copy Front-
End responsible.
v. after 42 days: request in “Waiting for Information” is automatically
closed. Status becomes “Closed” and email notification is sent to
Customer, copy Front-End responsible.

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Final Customer using DS Partners’ Support Tool
 c. Medium :
i. after 7 days: first automatic email sent to Customer and logged as
Message to Customer, copy Front-End responsible.
ii. after 14 days: second automatic email sent to Customer and logged
as Message to Customer, copy Front-End responsible.
iii. after 35 days: urgency decreases to Low and email notification is
sent to Customer and logged as Message to Customer, copy Front-
End responsible.
iv. after 42 days: request in “Waiting for Information” is automatically
closed. Status becomes “Closed” and email notification is sent to
Customer, copy Front-End responsible.

d. Low :
i. after 7 days: first automatic email sent to Customer and logged as
Message to Customer, copy Front-End responsible.
ii. after 14 days: second automatic email sent to Customer and logged
as Message to Customer, copy Front-End responsible.
iii. after 42 days: request in “Waiting for Information” is automatically
closed. Status becomes “Closed” and email notification is sent to
Customer, copy Front-End responsible.

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Final Customer using DS Partners’ Support Tool
How to Access to DSx.Client Care

Prior to access DSx.Client Care, request an ID and Password to your DS Partner. Then
access the tool using the URL he has provided to you.

Enter your personal user ID and password:

At first login, you will be asked to accept Terms of use:

Click the check box to accept Terms of Use.

Enter again your user ID and password to log in DSx.Client Care:

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Final Customer using DS Partners’ Support Tool
When a final customer user is connected to the DSx.Client Care through the web, his
“User & Customer Site” Dashboard is displayed, as this example:

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Final Customer using DS Partners’ Support Tool
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Final Customer using DS Partners’ Support Tool
Remarks:
- At first connection, the Dashboard is empty. The user can customize it by clicking
Customize Dashboard link.
- SR’s category “My SR sent to VAR” is for both SR in “VAR New” and “VAR
Analysis” status.

Menu zone is at the top of the screen while working zone is in the middle.
See more about Interface in APPENDIX.

“Customized Dashboard” allows DS Partner to choose to display or not his public and
private queries:

Example: User saved a private query in Search CRITSIT:

In this dashboard, in order to display this private query, user clicks Customize
Dashboard, then user expands CRITSIT in order to check his private query then clicks
OK:

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Final Customer using DS Partners’ Support Tool
Back to his Dashboard, the private query result is displayed:

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Final Customer using DS Partners’ Support Tool
Fields Description :
Mandatory fields are marked by *

A. Create a request

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Final Customer using DS Partners’ Support Tool
 Request id: identification number of request automatically set by application
 Status: status of the request
 Created by: name of creator automatically set
 Creation date: creation date of request automatically set
 Search the Knowledge Base for similar problem : search in KB
 Source: source of the request (phone, email, web,…)
 Submitter: DS Partner identification:
o *Site: Site Name
o *Contact: Contact Name
o Email: email of the Contact
o Phone: phone of the Contact
o Cc emails: emails of persons in copy (with “;” as separator)
 Final Customer: DS Partner Customer Site and Contact
 *Non-Defect Deduction: if yes, Non-Defect will be deducted from Support Services
(except for V6 Support Services).
This field is displayed only if Final Customer Site (DS Partner or Customer)
has Non-Defect Support Services
 Technical Environment
o *Portfolio: list of Portfolio (ex: CATIA V4,V5,…)
o *Release: list of supported Releases (ex: V5R19)
o *Level: Release level (SP1, SP2,…)
o Hot-Fix : Hot-Fix number
o Domain: Domain of Portfolio chosen (CATIA Infrastucture,…)
o Product: Product of Domain (ex: CATIA product Data Filtering,…)
o *OS: Operating System + Level
o Other : any comment on technical environment
o Browser: linked to Release
o *Linked to Vanilla Environment for V6 Portfolio
 Project: Customer Project
 Submitter’s internal Reference: Customer internal identification request
 *Urgency: Submitter urgency level (4 levels)
 *Summary: summary of the request – 1 line
 Description: Description of the request with Help
 Need Assistance link

Actions:
 Save as Draft: save request as draft
 Submit: submit request to Front End
 Discard: discard request
 Add Attachments: attach a local file (CATPart, CATProduct, .doc, .xls, etc…)

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Final Customer using DS Partners’ Support Tool
B. Consult a request

Same description as Fields Description – A. Create a request with additional fields:

 Messages: list of exchanges (answers, messages) between Customer, DS
Partner and Front End
o Yellow messages are from Final Customer to DS Partner
o Blue messages are from Front-End to DS Partner (blue messages cannot
be seen by Final Customer)
o Green messages are from DS Partner to Front-End or from DS Partner to
Final Customer (messages from DS Partner to Front-End are not visible by
Final Customer)

 Status History: lists all the status of the request

 CRITSIT ID: CRITSIT linked to this SR are listed
Actions:
 Return to search: return to search panel
 New From: create new request from the one displayed (Scenario 2)
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Final Customer using DS Partners’ Support Tool
 Add Message: add a message for Front-End
 Add Attachments: attach a local file (CATPart, CATProduct, .doc, .xls, etc…)
 Modify: to change Submitter Contact (if Submitter is Administrator)
Note: A Support Administrator can use Modify button on Request to update and
become Submitter contact of a Request: he will have there the possibility to also
update Submitter contact of associated CRITSIT.

Remark: In order to print a request, use landscape format.

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Final Customer using DS Partners’ Support Tool
Scenarii
Scenario 1: Final customer creates a Request
Note: your DS Partner has the ability to creates a request at your side.

Prerequisites
 Customer has a user ID, password to login DSX.CLIENT CARE
 Customer Installed Base is active

Detailed scenario
Customer login in registered area of DS Support Website, then in DSx.Client Care:

1. Click New Service Request

2. Submitter/Customer Site and Contact are automatically pre-filled with Customer

site and Contact

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Final Customer using DS Partners’ Support Tool
Fill in all mandatory fields (with *)

Remarks:

- *Non-Defect deduction: this field is displayed only if Final Customer Site

has Non-Defect Support Services.
. if set to Yes, Non-Defect will be deducted from Support Services (except
for V6)
. if set to No, Front-End will not investigate further if request is a Non-
Defect and Non-Defect will not be deducted from Support Services.

4. Add attachment files if necessary (see Scenario 3)

5. Customer clicks :
A list of Knowledge Articles (Bug Reports or Q&A) matching the SR first
*Portfolio and *Summary is displayed:

User can browse content of each Q&A/Bug report:

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Final Customer using DS Partners’ Support Tool
 Then back in the Knowledge Articles list page, user can evaluate each BR / Q&A
content and click “OK”.

5.1 - If there is no “Totally” evaluation, clicking “OK” will create the Request in VAR
New:

Results

SR is created in VAR New (Request view) status.

DS Partner and Customer are notified.

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Final Customer using DS Partners’ Support Tool
 In “Related Knowledge Articles” all suggested articles are listed:

5.2 - If there is at least one “Totally” evaluation, clicking “OK” will create the
Request in Closed status with the BR / Q&A reference:

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Final Customer using DS Partners’ Support Tool
 Results

 SR is created in Closed status and DS Partner and Customer are notified.

- If there is at least one Q&A matching ‘Totally” the Request, the closure type
is Methodology or Bypass” with Q&A reference:
- If there are several Q&A matching “Totally” the Request, the first Q&A found
is listed in Last Closure area
- If there is at least one BR matching “Totally” the SR, the closure type is
Duplicate” with BR reference
- If there are several BR matching “Totally” the Request, the first BR found is
listed in Last Closure area
- In SR Related Knowledge Articles area:
. BR/Q&A matching SR is listed
. All suggested Knowledge Articles are listed

Additionally, if customer is supported by several partners on the selected

Product/Portfolio, he will be invited to choose the appropriate channel to submit
the request.

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Final Customer using DS Partners’ Support Tool
 General remark about Automatic management of SR replies by email:
When SR is at Customer side in Waiting for Information or Waiting for
Closure status, Customer is notified and can update SR by email replying to
the received notification.
SR is then automatically updated with Customer’s answer added in
Message log and status is changed depending of SR previous status.
If Customer’s replied email is an out of office automatic email type or
Undeliverable automatic email, Customer’s answer is added in Message log
with no status change.
Remark: other types of email sent to DSx.Client Care email system (for
example direct emails that are not reply to any SR notification) can’t be
managed automatically by the system and are ignored.

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Final Customer using DS Partners’ Support Tool
Scenario 2: How to create a request “New From”?

Prerequisites
 Existing Request

Detailed scenario
Use this procedure to create a request with the same context, by clicking ‘New From’:

1. In Request View, Click ‘New From’

2. Fill in mandatory fields as described in Scenario 1

Results (See Scenario 1)

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Final Customer using DS Partners’ Support Tool
Scenario 3: How to attach a file?

Prerequisites
 Existing Request

Detailed scenario

1. Click Add Attachments for file of any size:

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Final Customer using DS Partners’ Support Tool
Then click Browse to select file and Upload File:

Once file is uploaded, click Save:

Results
File is added in Attachments area:

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Final Customer using DS Partners’ Support Tool
Scenario 4: Customer provides information to a request ‘Waiting for
Information’

Prerequisites
 A request in Waiting for Information status

Detailed scenario
1. Customer chooses a Waiting for Information request either in his Dashboard or by
searching for a specific one (see scenario 8).

2. Customer selects the request to handle:

Option : at this step, and only before clicking on Provide Info button, it is possible
to send a document to the DS Partner as new information for him. Simply click
Add Attachments button (see scenario 3 for more information). Then continue
on step 3, hereafter.

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Final Customer using DS Partners’ Support Tool
 3. To provide information to DS Partner, customer has to click Provide Info button.
A new panel appears letting choosing between

Results
o Request status becomes VAR Analysis with information added in
Messages and, if any, Attachments are added in attachment’s log.
DS Partner and Customer are notified.

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Final Customer using DS Partners’ Support Tool
Scenario 5: How Customer validates Closure proposed by DS
Partner?
Prerequisites
 A request in Waiting For Closure status

Detailed scenario
1. Customer selects a request in Waiting For Closure in his Dashboard or from
Search Request menu then edits the request then clicks :

Results
o Request becomes Closed with specific closure type
o DS Partner is notified.

Transactional Feedback:
- On SR, whatever his status, a feedback link is available for the Customer:

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Final Customer using DS Partners’ Support Tool
 - When SR is Closed, Customer can click on “Support Experience Survey” in order
to answer to a more detailed survey.

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Final Customer using DS Partners’ Support Tool
DSx.Client Care – User’s Guide Page 33
Final Customer using DS Partners’ Support Tool
Scenario 6: How Customer refuses Closure proposed by DS Partner?
Prerequisites
 A request in Waiting For Closure status

Detailed scenario
1. Customer selects a request in Waiting For Closure request in his Dashboard or

from Search Request menu then edits it then clicks with a justification

message then :

Results
o Request becomes VAR Analysis.
o DS Partner and Customer are notified.

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Final Customer using DS Partners’ Support Tool
Scenario 7: How Customer re-opens a closed Request?
Prerequisites
 A request in Closed status since less than 6 months

Detailed scenario
1. Customer wants to re-open a Closed request: Submitter edits specific SR then
clicks Re-Open:

2.Customer needs to justify re-opening of request then clicks OK:

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Final Customer using DS Partners’ Support Tool
Results
Request is re-opened in VAR Analysis status.
DS Partner is notified.

Remark:
Only Submitter Contact has the Re-open button available; Support Administrator can
use Modify button to become Submitter contact of Request, in order to get the Re-open.

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Final Customer using DS Partners’ Support Tool
Scenarii Search
Scenario 8: How to search for a request?
- Customer can search for any request created by himself, his children and brother
sites.

Detailed scenario
Click Search Service Request sub menu then fill in any fields with criteria then Run:

Results
All requests matching criteria will be displayed:
Request id, Status, Summary, Urgency, Submitter Contact, Customer Contact, Creation
date, Type, Closure Date, Last Closure Type.

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Final Customer using DS Partners’ Support Tool
Scenario 9: How to search in Knowledge base?
Bug Reports, Questions & Answers, White Papers, V6 Users/Developers Guides and
Service Requests are stored in Knowledge Base.
Since July 2011, depending of his Support Role, user can / cannot access to Service
Requests:
- 3ds.com Support: no access to Service Requests
- Support Restricted: access to Service Requests he created
- Support Advanced/Support Administrator: access to all Service Requests of his
Site

Detailed scenario
Click Knowledge Base menu and enter keywords in Search bar or filter and enter
keywords in Search bar:

Note: User can print and email Bug Report / Q&A / Service Request.
User can also subscribe and rate to Bug Report / Q&A.

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Interface

General

Refresh page
Home Display Dashboard
Sign out Logout DSx.Client Care
Open New window
Customize Page display
Copy the URL to the clipboard

Actions

Red action does not impacts status

Blue action impacts status

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Final Customer using DS Partners’ Support Tool
Result window

Save Search

Customize results format

Find string in Results window
View All results
Save Results in Excel file
Select or unselect all results

Go to First or Last
Check to select the row
Open the request in new window
Create a request from this one

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Final Customer using DS Partners’ Support Tool