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 firstname.lastname@example.org 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.
On behalf of Marketo Support – Welcome! You may be wondering how your accessibility to Bizible Support will change now that both companies are fully integrated. You’ll be happy to hear that the Bizible Support team will continue to be available and ready to assist you as part of Marketo! In fact, since we are now combining forces with Marketo’s outstanding Support infrastructure, you should find receiving support even easier. Beginning in October, you’ll have the following options to create a Bizible Support case: Email: You will continue to be able to submit cases for Bizible issues to email@example.com. You can also submit issues to firstname.lastname@example.org. These cases will then be routed to your support team for assistance. Chat: You can open a chat session with the Bizible Support team through this landing page using the chat widget in the lower right corner of this screen. Phone: For Priority 1 (production down) issues, the Bizible Support team will be available through our toll-free number, 1-800-913-2620 ext. 2 Web Portal: New for Bizible customers is the Marketo Support Portal! This portal is available 24x7 and will allow you to submit new issues to Support, or to update current issues. You can also access knowledgebase articles, engage with other users in our customer community, or should the need arise, open an escalation ticket with the Support Management team. Support Hours Region Contact Details Observed Holidays North America Hours: M-F, 6am to 6pm Pacific Toll Free US: +1.877.270.6586 Direct: +1.650.376.2302 New Year's Day Independence Day Thanksgiving Day and the Day After Christmas Day Europe, Middle East, Africa Hours: M-F, 8am to 5pm GMT Europe: +353 (0)1 242 3030 UK: 0800 151 3030 Languages Supported: English, French, German, Portuguese New Year's Day Easter Monday Christmas Day St. Stephen's Day Asia Pacific Hours: M-F, 9am to 6pm Aus EST ANZ: +61 2 8310 7646 New Year's Day ANZAC Day Good Friday Easter Monday Christmas Day Boxing Day Service Level Targets (SLT): Initial Response Upon reporting an issue to Bizible Support, a case will be opened, and responded to by a Technical Support Engineer. A response means that we will acknowledge the issue and assign the support ticket to a Technical Support Engineer for investigation. In some cases, we may request additional information in order to resolve the issue. Response time depends on the priority level of the issue. The Technical Support Engineer will work with you to determine the priority level of the issue based on guidelines listed below. Response Times by Priority: Priority Description Response Time P1 Bizible Production Down: Application or critical feature/function is down 60 Minutes from the issue being reported P2 Bizible Impaired: A feature/function is not working correctly and is blocking full use of the Bizible product, but other features/functions are operational 4 hours from the issue being reported P3 Minor Issue: An issue is impacting usability of Bizible, but a workaround is available and major features/functions are working correctly 6 hours from the issue being reported