CBORD Hub

What is CBORD Hub?

The Hub serves as a centralized location for our customers to easily access our eSupport system as well as our learning
center, knowledge base, and other helpful tools and resources. CBORD Hub offers an enhanced, streamlined customer
experience with upgraded infrastructure and tools, including an improved ticketing system with an updated customer
portal and a new, feature-rich knowledge base system.

CBORD’s Hub includes access to:

a. Learning Center
b. Knowledgebase
c. eSupport
d. Ideas Portal
e. Connect with our Community Forum

How do I access the new Hub?

See the attached Hub Registration Workflow Detail document.

Once accessing the Hub, click on eSupport, and in the upper left hand corner, click on the HOME button:

At this main Customer Service Home screen, click on Campaign Subscription Center,

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and choose (opt-in) the CBORD application(s) for which you'd like to receive support-created notifications.

Email notifications are sent to individuals who opt-in, and come from CBORD Support and Product Management.
Notifications include announcements of release notes, application changes, bug fixes, enhancements, other changes,
and application-specific support notifications, as well as notices for preparation/alerts for customers’ guidance or
consideration.

eSupport – creating and viewing cases

Please see the attached Detail document.

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 Hub Registration Workflow
Detail

The Hub is the single destination for all of your support needs.

Here you can:

 Create Support Cases

 Access our Knowledgebase
 Learning Center
 Ideas Portal
 Connect with our Community Forum

How to Gain Access

1. The Hub can be accessed through one of the two main sites. Use the links below.

o Cbord customer - https://www.cbord.com/hub

o Horizon customer - https://horizonsoftware.com/hub

2. Click Create Account

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 3. Fill Out the Form

4. Wait for the Email Confirmation (could take 24-48 hours). Please look out for an email with “Welcome to
CBORD/Horizon Hub” as part of the subject line and sender is [email protected]. This can
sometimes be blocked at the local or server level. If you cannot locate it, you may need assistance from
your IT helpdesk team.

5.

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 Click the 'Connect to Hub' to Activate.

6. Go back to the Main Page (step 1). Click the Login.

Clicking on the "Connect to Hub" from the step above should also bring you to the same location.

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 7. Sign In

You should use the temporary password from your email to log in. The temporary password can be tricky.
For security purposes it contains numbers, characters, and letters in both capital and lower case. If you are
having trouble getting your invitation temp credentials to work, try variations of some of the characters such
as lowercase or uppercase L or lowercase and uppercase i. The characters | (located above the Enter key)
and puntuation marks can be overlooked, also. If you are unable to get it entered, please contact our
support team. Once entered, you will be prompted to create a new password.
o At least 8 characters—the more characters, the better.
o A mixture of both uppercase and lowercase letters.
o A mixture of letters and numbers.
o Inclusion of at least one special character, e.g., ! @ # ? ]
Note: do not use < or > in your password, as both can cause problems in Web browsers

8. The Main Landing Page

o Support
 eSupport - cases management
 Knowledgebase - articles, release notes, guides, etc...

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 see eSupport and Opening a Case Overview to learn more about eSupport.

Keywords HUB, Case, eSupport, Portal

Solution ID
220209083652330
Last Modified Date
05/03/2022 07:30:54 AM
Renew Date
02/09/2024
Status
Published
Author
[email protected]

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 Taxonomy

 General Support > Support Documentation

Collections

 CBORD-HORIZON EXTERNAL
 CBORD-HORIZON INTERNAL

Go to Original Solution

Upland RightAnswers Portal - Version 2022R1.0

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 eSupport and Opening a Case Overview
Detail

This is the eSupport landing page accessible through the Hub.

The two main features here are:

1. Create Cases
2. View Cases

Create Case

 Click Create Case to begin.

 Fill out all required fields. The more information you can provide, the better.
 Note:
o Attachments and Schedule Support can be added after the cases have been submitted.

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  Fields marked with an * are required
In your message field, be sure to provide a detailed description of your issue.

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Click Submit to complete.

View Cases

 Clicking on the View Cases will pull up all of the cases attached to your account.

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  You can filter cases by status and/or contact by expanding the Filters option.

 Click Edit or View to open the case.

 Please note that cases imported from our previous ticketing system (any case notes before 03/28/2022) may
not display correct formatting or spacing. This will be corrected on all case notes from 03/28/2022 forward.

Adding Notes

 Be sure that you are in Edit Mode

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In the Message Box, there is a default template. Feel free to delete the message and type in your own.

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 To send your message, click the Submit button that top of the page.

You can now see your messages in the history.

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File Attachment

The last section at the bottom is where you can view and attach files to your case.

 All file names must be unique.

 To ensure this, please place the case # before the actual file name.
o example: 517172 file name here.txt

Scheduled Support

This new option will allow you to schedule a time to work directly with a tech.

 Start by clicking on the Schedule Support down-menu menu and selecting a product type.

Once a product has been selected, a Calendar should open up allowing you to select a date.

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The Schedule Support window will update with your confirmed time.

To Cancel or Reschedule your appointment, click on the appropriate button at the top of your case.

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 Keywords eSupport
Solution ID
220209101010040
Last Modified Date
04/14/2022 08:22:22 AM
Renew Date
02/09/2024
Status
Published
Author
[email protected]
Taxonomy

 General Support > Support Documentation

Collections

 CBORD-HORIZON EXTERNAL

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  CBORD-HORIZON INTERNAL

Go to Original Solution

Upland RightAnswers Portal - Version 2022R1.0

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