Broadcom Customer Care

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Improved Broadcom Support Case Management Portal Coming November 9, 2020

  • 1.  Improved Broadcom Support Case Management Portal Coming November 9, 2020

    Broadcom Employee
    Posted 11-05-2020 10:58 AM
    Edited by Heena Tabassum 11-05-2020 11:01 AM

    Broadcom is pleased to offer our valued-customers an improved case management user experience available * November 9th, 2020. 

    * Available to Mainframe Software, Enterprise Software, Payment Security and Symantec Enterprise Security customers.

    Key Features & Improvements

    1. Modernized and intuitive user interface
    2. Improved search technology to easily access relevant knowledge base articles
    3. Quick link to easily navigate back to Support Portal home
    4. Ability to flag knowledge base articles as Favorite
    5. Top Rated & Viewed articles widgets
    6. Site alerts to notify the user when their active cases have been updated
    7. Ability to create custom case views
    8. Ability to customize case view columns
    9. Recommended knowledge base articles during the case submission workflow
    10. Ability to customize search results 
    For more details, please refer to the link.

    ------------------------------
    Regards,
    Heena Tabassum
    Customer Care Community Admin
    Broadcom
    ------------------------------


  • 2.  RE: Improved Broadcom Support Case Management Portal Coming November 9, 2020

    Posted 11-09-2020 03:11 AM
    To whom it may concern,

    The new and "improved" Case Management is not working, "Authenticating User" and a spinning wheel is all I get.

    Best regards
    Keld M.


  • 3.  RE: Improved Broadcom Support Case Management Portal Coming November 9, 2020

    Broadcom Employee
    Posted 11-09-2020 03:39 AM
    Hi Keld Mollnitz,

    Thank you for reaching out to us. I would suggest you to clear cache cookies and try to login. If you are still facing the issue, please help me with your email address privately to assist you further.

    For better experience, recommend you to use chrome.

    ------------------------------
    Regards,
    Heena Tabassum
    Customer Care Community Admin
    Broadcom
    ------------------------------



  • 4.  RE: Improved Broadcom Support Case Management Portal Coming November 9, 2020

    Posted 11-27-2020 10:38 AM
    Hi Heena,

    the new case management tool is working fine for technical support. But how can I open a service request with customercare for a licensing issue? I was not able to find the option in the new portal.

    Best regards, Matthias


  • 5.  RE: Improved Broadcom Support Case Management Portal Coming November 9, 2020

    Posted 11-27-2020 10:42 AM
    I just found the customer care form: https://ca-broadcom.wolkenservicedesk.com/web-form

    Maybe you could link this from the new case portal?


    Best regards, Matthias


  • 6.  RE: Improved Broadcom Support Case Management Portal Coming November 9, 2020

    Broadcom Employee
    Posted 11-30-2020 08:17 AM
    Hi Matthias,

    Yes, you can always use that form to create a case with the license team.
    If you are using create case option in the case management, then please click on product field and type licensing as shown in the following picture. The team will contact you and assist you further.




    Hope this helps!



    ------------------------------
    Regards,
    Heena Tabassum
    Customer Care Community Admin
    Broadcom
    ------------------------------



  • 7.  RE: Improved Broadcom Support Case Management Portal Coming November 9, 2020

    Posted 12-02-2020 02:31 AM
    Hi @Heena Tabassum,

    I think it was a big mistake to delete the old cases. In my opinion, there should have been an option to search for old closed cases.

    Best regards
    Keld Møllnitz
    Nordea.