ShareVision Services

Overview

ShareVision Services is the place where you can access connect with one of our product experts. Working directly with our product expert teams is a billable service and is payable via credits on your site. This article explains how to access these services and how to purchase additional credits.

Some subscriptions include credits. If your organization has subscribed to a subscription that does not include credits or all of the credits have been used, you will need to Buy Credits in order to proceed with any new service request.
Your subscription includes unlimited, no charge, access to the ShareVision Community Forum for your initial ShareVision Administrator who can grant access to additional ShareVision Administrators on your site.

Requirements/Dependencies

Before accessing ShareVision Services

Login with Site Administrator permissions
Your organization must have at least one credit available.
Have an idea of what you need help with on your ShareVision site

Instructions

Accessing ShareVision Services

Login to ShareVision with a user account that has Site Administrator permissions.
Select your name in the upper right corner
Select Site Administration
In the Services section, select ShareVision Services
On the ShareVision Services page, the number of credits available is displayed in the top section. Note: If your organization has 0 credit(s) available, you will need to buy at least on credit to proceed.

Creating a New Request

To connect with either a product expert, select New Request.
Note: If your organization does not have any credits, you will first need to Buy Credits.
The Create Consultation Request form will appear. Enter a Summary.
Your name will automatically appear in the Requested By field.
You can add other users who have access to ShareVision Services in the Notify field so that they will receive email notifications about this request. You will automatically receive email notifications as the user that created the request.
Next, select a Request Type. Note: If your organization does not have enough credits for the Request Type selected, you will be prompted to purchase additional credits to proceed with your request. Select the hyperlink in the message that is diplayed to buy more credits.
Scroll down in the Create Consultation Request window to add a Description.
You can also upload files to the request.
Select Create to proceed or Cancel if you do not want to continue with the request.
If you proceeded with the request, the system will notify you when it has been saved successfully. The request will also be listed in Expert Service Consultation section and the Status will be displayed.
When a new request is created, the number of credits for the request type

Viewing Requests

To view an existing request, select the Actions button located next to the request ID and then select View Request
A window will open to display the request.

Updating a Request on the ShareVision Services Page

From the ShareVision Services page, you can add and update to an existing request. When you view a request, the window that appears includes two options:
1. New Comment: Type in a comment in the space provided.
2. Document / file uploader: Drag and drop or select the Upload File button to browse to and select a file or document that will be added to your request.
After you have completed your update, select the Update button to save the change or cancel to abandon it.

Updating a Request by Email

You can also update a request by replying to any email notification that you receive about the request.

Note: Email notifications will only be sent by the system if you add your name to the Notify field when you create a new request.

To update a request by Email, open an email message that you received about the request you would like to update. Hint: The subject line of email messages received about a request always has the request number that begins with V5S-
The subject line should not be modified or the message will not be processed and your update will not be added to the request.
Once you have located an email message, select reply and add your update to the message above the line.
Select Send. Your update will be added to the request.

Cancelling a Request

To cancel an existing request, select the Actions button located next to the request ID and then select Cancel Request
The Cancel Request information window will appear. Please review the message and then either select OK to proceed with cancelling the request or Cancel to abandon the cancellation of your existing request. Note: Depending on how much time our team has spent on the request, some or all of your on hold credits may not be refunded.
If you selected OK to cancel the request, the system will confirm that the request was cancelled and the status for this request will change to Cancelled.
Once a team member reviews the time spent on the request, some or all of your credits may not be refunded.

Buying Credits

Login to ShareVision with a user account that has Site Administrator permissions.
Select your name in the upper right corner
Select Site Administration
In the Services section, select ShareVision Services
On the ShareVision Services page, the number of credits available is displayed in the top section.
To buy more credits, select the Buy Credits button
You will be prompted to enter the number of credits you would like to purchase. If you would like to purchase more than 1 credit, enter the number of credits you wish to purchase.

Note: Credits are non-refundable and not transferable.
Select OK.
The Purchase window will display the item that is being purchased and the price. If more than 1 credit is being purchased, the quantity will also be displayed and the price will be the total price of the items being purchased. To proceed with the purchase, select Purchase.

Note: To change the quantity of credits you are purchasing, you can use the back button to return to the ShareVision Services page. Then, select the Buy Credits button and enter the desired the quantity in the window that appears.
The left side of the window that appears displays the total purchase cost including the applicable taxes. Note: Tax rate depends on which province your organization is located.
Next, you will need to make the payment. You can pay with link or by entering your credit card information.
If you select to pay with link, please follow the prompts. If you select to pay with a credit card, select Pay to proceed with the purchase.
The system will process your payment.
When the payment is completed, select the Go to ShareVision Services button
The total number of credits, including the credits that you just purchased will be displayed in the top section of the window

ShareVision V5 Knowledge Base