In order to be ready for the training, please take a look through the attached documents: Glossary of Bizible Fields Bizible Installation Guide Bizible Taxonomy Boot Camp Agenda We also highly recommend for you to go through some of the Bizible academy which can be found on the partner portal here: https://nation.marketo.com/community/partners/service-partners/pages/bizible There are quite a few modules so we would prioritize Bizible 101, Bizible 102, and Bizible Onboarding Course Series. If you have time, please feel free to go through more, but I would start with those three.
Once you have submitted a support case, our team of Technical Support Engineers will respond to you quickly and with our SLT (Service Level Targets) based on the case priority. When you receive a response, there are two ways you can provide a case reply/update. By Email Every case update from our support engineers will trigger an email notification to be sent to your email address. To reply or update the case, simply reply to the email with your response and addition details for your case. When replying to a support case by email, it is important not to change or alter the ref: code in the subject line. This ref code is what allows your email response to be added back to the support case as an update By Web Portal You can also update your case through our Case Management App, but loading the app either from clicking the link in the case notification or going to Support Cases from the Bizible Support Home page. 1. From the My Cases view, select the Case Number you want to update 2. From the Case Detail page, there are several ways to update the case: If your case is resolved, you can click "My Case is Resolved" and close the case You can increase the priority of the case, if the issue is escalating You can add your case comment/update to provide additional information to help the support engineer resolve your issue You can attach files in order to help move the issue along toward resolution
Marketo Support provides an easy Case Submission/Management Tool that allows authorized contacts to easily connect with our Support Team and also manage and view all open and closed support cases. Each company has a limited number of people that are set up as Authorized Support Contacts and can log into the Marketo Community and submit support cases. Contact your Support Admin to request to be added as an authorized support contact. If you do not know who your support admin is, send an email to email@example.com and our Marketo Cares team will be able to provide you details and put you intouch with your Support Admin. 1. To submit a case from the Bizible Home Page, select the Support Cases link under the Bizible Support Links box. 2. Once the Support App loads, select Create Case and fill out the required fields in order to submit your case: Subject - Provide a summary of what your case is about Priority - What is the priority level of your case. Default case priority is P3. Selecting P1 (highlest level) requires you to provide explanation of the business impact Case Issue - Select Bizible from the drop down Description - What are the details of the case you are submitting. The more details and the more accurate the details are, the better our support engineers will be able to respond. Optional Fields - Not required for case submission, but can be useful for case assignment and data collection Case Type - Offers data point for our internal categorization of your type of question Attachment - Add any files or images that will help the support engineer better diagnose and solve your support issue Email CC List - Add any additional email addresses you could like to copy on the case notifications (limit of 10) 3. Once all the necessary fields for your case are filled in, click the Save button and your case is submitted and will be routed to the next available skilled Technical Support Engineer to assist you.