Service and Support Portal Walkthrough Guide​

Release Date: April 12, 2021
Version: 1.01

Table of Contents

Introduction

Forward Advantage’s Support Portal is a centralized hub to access support for your Forward Advantage products and view literature related to your solution. This portal can be accessed by navigating to https://support.forwardadvantage.com.

The purpose of this guide is to provide step by step instructions on how to create a user account, log in, access our documents, and create a support case for any problems or issues you may be experiencing related to our products.

First Time Users

If this is your first time accessing our portal, you will need to create a user account. You can do this by clicking the “Login” button at the top right of the home page, and then by clicking the “Sign-Up” link in the following form page.

Once the next page loads, click the “Sign Up” button. After your account has been confirmed, you will use this form to log in with your credentials.
On the next page, you will be able to enter your email address. The site will search our database for any record of it. If none exists, another form fill-out page will load giving you the opportunity to input your contact information.
Once you complete and submit the form, our administrator will review the information and confirm your account. You will receive a response within 24 hours of signing up. Once your account is confirmed, you will receive an email sent to the email you provided in the form with a link that will take you to a page to set up your user account’s password. Once you create your password, you will be able to authenticate to our portal.

Portal Home Page

On the home page, you will have access to some featured products, your Chatter Feed (Chatter is a chat utility we use to communicate with our customers), and some resource tabs at the top.

1. Home Tab

The Home Tab will take you to this page from anywhere within our Portal.

2. Knowledge

Knowledge is a resource we provide to you with documents, instructional guides, and FAQs (Frequently Asked Questions) on our products and their features. If you’re interested in learning more about your product or had general issues and need to learn more about the product, there are articles in this hub with information you can access any time.

3. My Cases

The “My Cases” tab shows a list of Active and Closed Support Cases. It provides 5 filtering options.
My Cases: This will show all Cases that are owned by you, whether they are opened or closed.

Related Account Cases: If you work with multiple hospitals or companies, you can view all those cases here.

All Account Cases: This list will show you all open and closed cases under your company, including cases owned by your colleagues.

Open Account Cases: This list will show you all open cases under your company, including cases owned by your colleagues.

Closed Account Cases: This list will show all closed cases under your company, including cases owned by your colleagues.

Once you have filtered the list appropriately, you can navigate to a specific case by clicking the Case Number in the list (The 8-digit number in the “Case Number” column).

Contact Support

The Contact Support tab will take you to a form where you can create a new case. On the form, you can set the priority of the case, Subject, Regarding Server, Product, and Description of the Problem. You can also attach any screen shots or images that may be useful for our service representatives.

For after hours support, there are phone numbers you can call towards the bottom of this page related to our various product offerings.

Once you have filled out the information, click “Submit”, and our support representatives will reach out to you.

If you access the portal at a later time, you can view the case you just created by clicking the “My Cases” tab and selecting the “My Cases” drop down. The most recent case will be at the top of the list.

Case Page

The Case page will provide important details about your support case, as well as a message board to communicate with your Forward Advantage Service Representative. You can attach screen shots as well with this interface.

Personal Information

You can view your personal information, and information about your company, by clicking your name at the top right. A dropdown will present on your screen.
Home: This will take you back to the home page.

My Profile: You can view your personal information on this page.

My Settings: If you wish to make any changes to how you receive notifications, need to change your email or password, or change the visibility of some of your personal information, you can configure those changes here.

My Account: Here, you can view information about your company.

Contact Support: This will take you to the Create a Case page.

Logout: This will log you out. It is recommended that you log out at the end of your session.

If you have any issues, concerns, or need additional clarification, please reach out to your Forward Advantage Service Representative, and we will be happy to help.