Customer Service Portal User Guide
Contents
1. Jane Doe 4 10 2013 7 03 PM comment Always show me more records per related list Page 12 of 15 C Attaching a File Files may be attached to cases that are open by clicking the Attach File button on the case edit page You will be taken to the following page where you can browse and attach files to your case New Domains Applications Search Search All v Go 1 Select the File Type the path of the file or click the Browse button to find the file Advanced Search n Browse Create New 2 Click the Attach File button Repeat steps 1 and 2 to attach multiple files Attach File to Case 00001160 When the upload is complete the file information will appear below Attach File 3 Click the Done button to return to the previous page 1 771 6666 This will cancel an in progress upload 00001130 Done Recent Items 00001160 3nd Numbers Page 13 of 15 3 0 Managing Applications 3 1 Searching and Viewing Applications To search and view your applications open the Applications page by clicking the Applications link located at the top right corner of your portal You will be taken to the Applications home page where you can view your recently accessed applications Greetings Jane Doe Logged in as jane doe icannuat 2gmail com X Ww Ja d EX V New G 494 eric 1 Domains Applications Search Applications Home Search All v2. 00001130 2013 Internet Corporation For Logout as jane doe_icannuat gmail com New Generic Top Leve Domains Applications Cases Case Edit Search newGTLD Customer Portal Mozilla Firefox https csi1 salesforce com ui common data LookupPage lkfm editPage amp knm CFOONZOOO00000lh9n amp lkfield 00NZ0000000IF Lookup d Information Search E as wildcard next to other characters to improve your search results You can use Recently Viewed Applications App ID String Q13 Applicant Q1 Primary Contact Q6a Secondary Contact Q7a 1 777 6666 UAT Names Inc Jane Doe James Bond Page 9 of 15 Step 3 On the Case Edit screen enter the subject of your case in the Subject field Step 4 Enter a detailed description in the Description field Step 5 To add an attachment to your case click the Submit amp Add Attachment button and follow the instructions outlined on the Attach File to Case page If you are not including an attachment with your case proceed to Step 6 Step 6 Click the Submit button NOTE If you need to add a comment to the case after you have submitted the case to our New gTLD Customer Service Center please see section 2 4 of this user manual New Domains Applications Search Case Edit New Case Search All v Go Case Edit Submit Submit amp Add Attachment Cancel Advanced Search 8 Case Information Required Informa
3. Go View MygTLD Applications Go Advanced Search Create New Recent Items 1 777 6666 999 001 uat UAT Names Inc Jane Doe Recent Applications Recently Viewed App ID Prioritization String Q13 Applicant Q1 Primary Contact Q6a 1 777 6666 00001160 00001130 2013 Internet Corporation For Assigned Names and Numbers To view all of your New gTLD applications select My gTLD Applications from the View drop down menu and then click the Go button Greetings Jane Doe 1 as jane doe icannuat gmail com New Domains Applications Search Applications Home Search All v Go My gTLD Applications Advanced Search Create New Recent Items 1 777 6666 uat UAT Names Inc Jane Doe Recent Applications Recently Viewed App ID Prioritization String Q13 Applicant Q1 Primary Contact 00001160 1 777 6666 00001130 2013 Internet Corporation For Assigned Names and Numbers Page 14 of 15 3 2 Creating a Case from the Application Detail Page You can also create a new case from the Application detail page By creating a case from a specific application the Application ID field on the Case detail page will be auto populated To create this case directly from the application click the New Case button located at the bottom of the Application details page New Generi Doma Appli ins cation 1 777 6666 Back to List A Advanced Search licat
4. New Domains Customer Service Portal User Guide April 2013 Contents T OGEPLIINGSIARTEDassi 1 995 591 095502122 55591595323s12 3 UN NNeciCICUUNNRTTETERER 3 1 2 RETRIEVING YOUR PASSWORD cccccccccccccccccncecnceencceucceuceeusecacesacecacescesaeesseesseesnees 4 1 3 NAVIGATING THE PORTAL rer rer rr NE rr rss rer rr rss esse oro o or 5 2 0 MANAGING CASES oosszissvetes esas uva 6 2 1 VIEWING CASES oveorererererereeerrrrrrrrrrrrrrrrrrrrrr rr rr rr RR RR RR LTL LEE ELL sesso sse eus 6 2 2 SEARCHING AN EXISTING CASE vorerrereerereerrrrrrrrrrrrrrrrrrrrr rr rr rer rr RR RR RR RR RR KKR KRK RR KRK RR RR KKR KRKA 2 3 CREATING A NEW CASE eorererereereererrrrrrrrrrrrrrrrrr rr rr rr rr RR RR RR RR RR RR RR PER KRK KRK RR FRK DU sa Z7 UPDATINGA CASE 11 A COntelhg Q 11 B OGIO UO COMMING 11 C AICO OT O 13 3 0 MANAGING APPLICATIONS ccccccccccccccccccccccccccccccccccccccccccccccccccsscccccecs 14 3 1 SEARCHING AND VIEWING APPLICATIONS ccccccccccccccccccccecccecacecccecccecceesceesseesceesseees 14 3 2 CREATING A CASE FROM THE APPLICATION DETAIL PAGE svovorerrerrerrrrrrrrrrrrrrrrrrrr rr rr rr rerna 15 Page 2 of 15 1 0 Getting Started 1 1 Logging In To l
5. anceling a Case O Attach File View all Size Last Modified Created By 4 10 2013 7 18 PM 4 10 2013 7 03 PM 21KB Jane Doe 21KB Jane Doe Applications Cases that are not closed case status field is not Resolve or Closed may be canceled directly in the portal simply by clicking the Cancel Case button located on the case edit page Once cases are canceled you will be unable to make any further edits to these cases B Adding a Comment After submitting a case through the portal you can add a comment to the case simply by clicking the Add Comment button located on the case detail page Upon clicking the Add Comment button you will be taken to the Comments page where you can add detailed comments that you would like the customer service team to review Once you have added your comment click the Save button to submit the comment Page 11 of 15 Greetings Jane Doe L E Logged in as New Generic Top Level M Domains Cases Applications Search Comments Case 00001160 Search All v Go Case Comment Edit Save Cancel Case Details Advanced Search Required Information Subject Update Email Address Description Please change the secondary contact email address to jane doe gmail com Recent Items Comment Details 00001160 1 777 6666 00001130 Comment Save Cancel Case Comments Comment Created By
6. ions Application Detail Create New Recent Items 1 777 6666 00001160 00001130 App ID String Q13 Applicant Details Applicant Q1 Business Address Phone Humber Q3 Website Q5 Fax Humber Q4 Primary Contact Details Primary Contact Primary Contact Title Q6b Primary Contact Address Q6c Jane Doe 1 777 865666 Status uat Prioritization Legal Form QS83 Jurisdiction Law QSb Stock Exchange Symbol Q93 Venture Partners Q9c w uatnamesinc com Primary Contact Phone Q6d President Primary Contact Fax Primary Contact Email Q6f 23 Main St Los Angeles 1 90094 USA Secondary Contact Details Secondary Contact Q7a Secondary Contact Title 7 Secondary Contact Address Q7c Case Number Secondary Contact Phone Q7d Secondary Contact Fax Secondary Contact Email Q7f Subject Status Corporation State of California NYSE UAT Date Time Opened 00001160 New Page 15 of 15
7. ject Status Date Time Opened 1 777 6666 00001160 Update Email Address New 4 10 2013 7 02 PM 00001160 00001130 Location of Applicant Advisory In Progress 4 10 2013 10 16 AM 00001130 013 Internet Corporation For Assig The Case Edit page will appear Page 7 of 15 Step 1 If your case is regarding a specific application click the Lookup icon next to the Application ID field If your case is not regarding a specific application skip to Step 3 Greetings Jane Doe as jane doe icannuat gmail com New Generi Domains Applications Search Case Edit New Case Search All v Go Case Edit Submit Submit amp Add Attachment Cancel Case Information Advanced Search Required Information Contact Name Jane Doe Status New Application ID Account Name UAT Names Inc Recent Items Description Information 00001160 Subject 1 777 6666 Description 00001130 Submit Submit amp Add Attachment Cancel Page 8 of 15 Step 2 In the Search field in the Lookup window type the Application ID number associated with your case and then click the Go button If you do not know the Application ID number enter in the Search field to pull up your applications where you are the Primary Contact When you have located the application click the Application ID SN ICANN Search Search All wv Go Advanced Search Create New X Recent Items 00001160 1 777 6666
8. o Advanced Search View My Open Cases Go Create New Recent Items Select the cases you want to view from the dropdown Recent Cases Create New Case Recently Viewed Case Number Subject Status Date Time Opened 1 777 6666 00001160 Update Email Address New 4 10 2013 7 02 PM 00001160 00001130 Location of Applicant Advisory In Progress 4 10 2013 10 16 AM 00001130 Page 5 of 15 2 0 Managing Cases 2 1 Viewing Cases The cases homepage is defaulted to show your recently created accessed cases For other view options click on the down arrow in the View drop down menu Once you have selected your desired view click the Go button Greetings Jane Doe i J Logout Logged in as jane doe icannuat gmalil com New Gener c Top Leve Domain Applications Search Cases Home Search All v Go Advanced Search View Recently Viewed Cases All Cases All Open Cases Create New Canceled Cases Closed Cases Create New Case Recently Viewed My Open Cases Open Cases bject Status Date Time Opened Recently Viewed Cases 00001160 00001160 Update Email Address New 4 10 2013 7 02 PM Select the cases you want to view from the dropdown 1 777 6666 00001130 Location of Applicant Advisory In Progress 4 10 2013 10 16 AM 00001130 2013 Internet Corporation For Assigned Names and Numbers Note that your recent cases will always appear in the Recent Items section
9. of the left panel Page 6 of 15 2 2 Searching an Existing Case The best way to search for an existing case is to select Case from the Search All option from the Search drop down menu in the left panel and click on the Go button Sreetings Jane Doe pa LOGQOUI Logged in as icannuat 2gmail com 5 New Domain Cases Applications Search Cases Home Search All wv Go Advanced Search View My Open Cases v Go Create New z Recent Items Select the cases you want to view from the dropdown Recent Cases Create New Case Recently Viewed Case Number Subject Status Date Time Opened 1 777 6666 00001160 Update Email Address New 4 10 2013 7 02 PM 00001160 00001130 Location of Applicant Advisory In Progress 4 10 2013 10 16 AM 00001130 2 3 Creating a New Case You can create a new case from the Cases page or from an application s detail page To create a new case from the Cases page click either the Create New Case button or select Case from the Create New drop down menu in the left panel Greetings Jane Doe Lo go ut Logged in as jane doe icannuat 2gmail com New Domain Cases Applications Search Cases Home Search All v Select the cases you want to view from the dropdown Advanced Search View My Open Cases Create New z Recent Items res Create New Case quum Recently Viewed Case Number Sub
10. og into the customer service portal enter your username and password in the appropriate fields on the portal login page When logging into the portal for the first time you will use the temporary password provided by Salesforce com Once you have logged into the portal you will be prompted to create a new password New Do m a 5 About Applicants Program Status News amp Media Secure Customer Login Page 3 of 15 1 2 Retrieving your Password If you forget your password you may retrieve it by clicking the Forgot Password link located on the portal login page When requesting a new password the portal will automatically generate and email a temporary password which will need to be changed upon logging into the portal New Do m d i n S About Applicants Program Status News amp Media Secure Customer Login Page 4 of 15 1 3 Navigating the Portal After successfully logging into the portal you will be defaulted to the Cases page On this page you will be able to view recently accessed cases search any cases submit a note on an existing case or create a new case If you wish to view the application information associated with your login credentials you can click on the Applications link To log out of the portal click on the Logout link which is visible from any portal page Greetings Jane Doe icannuat aqmail New Domains Cases Applications Search Cases Home Search All wv G
11. tion Contact Name Jane Doe Status New Create New ov Application ID Account Name UAT Names Inc Recent Items Description Information 00001160 Qs 1 777 6666 Description 00001130 Submit Submit amp Add Attachment Cancel Page 10 of 15 2 4 Updating a Case Changes to a case may only be made from the case edit screen To make updates or changes to a case such as adding comments attachments or even cancelling a case you must locate and select the case see section 2 2 You cannot update Closed cases The figure below illustrates which buttons on the case edit screen can be used to add a comment attach a file and cancel a case New Domains Case 00001160 Back to List Cases Search Search All v Go _ Case Detail Advanced Search _ Contact Name Contact Email Create New Application ID Recent Items Description Information Subject 00001160 1 771 6666 00001130 Description Date Time Opened Case Comments Comment Q Cancel Case Jane Doe Status New jane doe icannuat gqmail com Account Name UAT Names Inc 1 777 6666 Update Email Address Please change the secondary contact email address to jane doe gmail com 4 10 2013 7 02 PM Cancel Case Add Comment Created By Jane Doe 4 10 2013 7 03 PM comment Attachments File Name View Del jane doe file docx View Del jane doe file docx A C
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