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1. Overview |
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1.1 What is the Riskonnect Success Portal?
The Riskonnect Success Portal (RSP) is your central online hub for accessing customer support. The RSP enables you to open and manage cases, providing a seamless way to manage your support experience.
1.2 How to Access the Riskonnect Success Portal
Follow these steps to log in:
1.2.1 Navigate to the Portal
Click on the Support Portal icon in the top navigation of your Camms solution, or
Go directly to the Riskonnect Success Portal https://rke.force.com/ClientCommunity/s/login/.
1.2.2 First-Time Login Instructions
If this is your first time logging in:
Click Forgot Password on the login page.
Enter your email address (this will serve as your username).
Click Send Password Reset Email.
Check your inbox for an email with instructions to set your password.
Important: Ensure that rkcrm.service@riskonnect.com is whitelisted in your email system to receive password reset and other important notifications.
1.2.3 Logging In
Once your password is set, return to the Riskonnect Success Portal, enter your email as your username, and use your new password to log in.
If you experience any issues accessing the portal, please contact Riskonnect Support.
2. Account Settings |
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Click your name and photo in the upper right corner of the RSP to access your personal account settings.
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3. Global Search |
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Use the Global Search bar at the top of the Home page to find training materials, release notes, FAQs, and other documentation
4. Create New Case |
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To report a problem, request configuration, or simply ask a question of your support team, click 'Create New Case' from the menu.
On the RSP Case screen, choose the appropriate case type, then enter the information for any of the fields below that are applicable (a red asterisk indicates that the field is required):
Case Reason: The general reason for the case.
Priority: The urgency as per the Riskonnect Service Level Agreement:
High (for example, full system outage)
Medium (for example, partial outage impacting some, but not all, users)
Low (for example, single user impact, question, or request)
Subject: A title or name for your new case.
Description of Request: A summary of the request being submitted.
Describe in Detail: A detailed write-up of the question, issue, or request.
Requested Completion Date: The date by which it would be ideal to have the case resolved.
Fields (or objects): Include what fields (or objects) that are impacted or need changes.
Expected Behavior vs Actual Behavior: The steps your Account team can take to recreate the issue you have encountered (please be explicit).
Error Message: A space to provide any error messages received.
Business Use Case or End Goal: Describe the use case for this request and how it will impact you or your team.
Affected User(s): A list of the users who are affected by the scenario described in the case description.
Interested Party 1-3 Email: Enter the email address of any additional parties who should receive notifications regarding this case.
Notify Company Email Distribution Group: Check this checkbox if you want your predefined email distribution group to receive notifications regarding this case.
This checkbox is only displayed when the distribution email address is on file within your account record. Please reach out to support if you would like to provide this information.
Submit the case, and we will take it from there!
5. Upload Files to New Case |
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After creating a new case, the New Case Created page is displayed.
To attach a file, follow these steps:
Click Upload Files.
Browse and find the file you want to attach.
Note: You can select multiple files.
Click Open. The Upload Files window will be displayed.
When the upload is complete, click Done.
After uploading all files, click Next. The Case Details page will be displayed.
6. View Cases |
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To check on the status of a submitted case at any time from the RSP Home page, click View Cases.
This page lists all your submitted cases. You can choose a filtered view of your cases from the view selector at the top of the screen.
You can search across multiple fields and save up to 10 views that you would like to use.
Pay attention to the Status column, as it gives you an idea of where your service request is in the queue.
Click a Case Number in either view to display the case details. Click the Edit button in the upper right corner to modify the case.
Use the Communication tab on the Case Details page to update or share case details. Click the Attachments tab to add or view attachments.
7. Knowledge Library |
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The Knowledge Library contains the following:
User Guides
Release Notes
FAQs
Training Videos
Events and Webinars
Riskonnect continues to develop content to assist you with our products.
The following video provides an overview of the Riskonnect Success Portal.