Answer

 

 

Support  and Training Resources FAQ 's

 

NEW - NetFORUM Enterprise Support


Support FAQ: How do I access support using Zendesk?  

On or after the launch day, you will have 3 options.

Option 1: If you use one of the other brand products in this Zendesk solution, like Freestone, Careers, Crowd Wisdom, Nucleus, or Pathable, you likely already have login credentials. In this case, you will simply be able to log in.

Option 2: Go to nfesupport.zendesk.com and follow the ‘Forgot My Password’ guide, below the credential inputs. This will send you an email to create your new password and allow you to log in.

Option 3: If you aren’t sure, simply email us and we will provide instructions for logging in. You can email us at support@nfesupport.zendesk.com.

 

NetFORUM Enterprise Support Portal = https://nfesupport.zendesk.com/


Access additional information and FAQs once you log in.


NetFORUM Enterprise Support Email = support@nfesupport.zendesk.com

 

​Please note: All other connected resources such as the Knowledgebase, Wiki, CB University, and the User Community will still be accessed from the Support Center powered by NetSuite.


 

NEW - netFORUM PRO Support

netFORUM Pro customers needing support assistance can log cases from the new NF Pro Support Center in Zendesk.

If you don't have a login for the new site, you can use the 'Forgot Password' link on the login page and follow the instructions or you can email the support team.

netFORUM Pro Support Email = support@nforumpro.zendesk.com


Please note: All other connected resources such as the Knowledgebase and User Community will still be accessed from the Support Center powered by NetSuite.


 

Support Center FAQ (powered by NetSuite)

Support Cases can be logged from this portal for MIP Fund Accounting, MIP Cloud (Modern), Shared Multi-Tenant Cloud, Dedicated Single-Tenant Cloud, Fundraising 50, Fundraising Online, and Millennium.

How do I register if I have never been set up with access to the Support Center (powered by NetSuite)?
There is a link on the login page for our Support Center Chat team.  Click the "Live Chat Online" button and select Community/KB/Support Portal from the radial buttons menu.
After-Hours when the link shows "Live Chat Offline", click this button, fill out the form, and it will send your request for the next business day.
Can I reset my password if I forget or can't log in?
Yes.  There is a 'Forgot Password?' link on the login page for self-service password resets.  Disclaimer: The Support Portal is powered by NetSuite. The password email you will receive from this method will be branded from NetSuite, not Community Brands.  Make sure you follow these instructions to reset your password. 


Consulting Alliance Members  use these instructions to reset your password for the Alliance Member NetSuite Portal

NOTE For NetFORUM ENTERPRISE customers: You can set up the new NFE Zendesk Support with the same password used for the Support Portal in NetSuite, but they won't be the same unless you set it up. 
This set of credentials will still be used to access Community, Wiki, Knowledgebase, and the CB University sites.

 
NOTE For netFORUM Pro customers: You can set up the new NF Pro Support with the same password used for the Support Portal in NetSuite, but they won't be the same unless you set it up. 
This set of credentials will still be used to access the Knowledgebase and User Community.

Where can I find the NetFORUM Enterprise wiki?
Where do I access the NetFORUM Enterprise Builds page?
Is there a link to the netFORUM Pro customer login page? 

How can I access MIP Cloud Modern?
Where can I log in to Abilaonline.com ( Multi-Tenant) Cloud Customer Portal?
These links and more are all available from the Support Center landing page on the right under "Other Resources'
 
How do I log a support case?


Detailed instructions for logging cases for netFORUM Enterprise, netFORUM Pro, or MEMBERFUSE can be found in KB13031 

Instructions for all other products including our Dedicated Single-Tenant Cloud environment can be found in KB13036.

Once you log in to the Support Center, click 'Contact Support' to log a case. (from the NetSuite portal)

Make sure to select your product from the drop-down.  This form is used for all products, so it won't default for you.  

Make sure when you have completed filling in the case form, click 'Submit'. 


"Submit and Close Case" is now only available when you are editing a case already logged. Using this button will submit your update and will let the team know you no longer need assistance.


PLEASE NOTE: If you update a case from your list in the portal and still need assistance from Support, make sure you use ''Submit' not 'Submit and Close Case'. This button will close the case and support will no longer see it in our queue.

 
How can I add an attachment to a case? I don't see an 'attach' link or button.
Submit your case. Once submitted the case will be on your screen.  Scroll down to the "Extend Files' section.
"Drag and Drop' the file you want to attach over the Cloud 'upload ' icon.
This will attach your file to the case.  Detailed instructions can be found in our knowledgebase article 12976.
 
How do I add CC emails to a case I am logging?
This is done by adding the CC email address or addresses to the Email(s) field on the case form separated from the default address by a comma. Separate each additional address from each other by a comma.


How do I view my open cases?
You can quickly see your cases that are still in an open status by clicking the link under 'Quick View'.
You can also view cases by clicking "See Support Cases', click the + in front of 'Filters' and select the stage you want to see from the drop-down available.  You can add a specific case number in the Number field as a lookup feature.

Can I see what cases I have logged?
Yes. Once you log in to the Support Portal you can access your case history by clicking 'See Support Cases.' 
Click the + in front of 'Filters' and select the stage you want to see from the drop-down available.

Can I search the list for cases?
Case History is not a search tool, but you can use the 'Find' filters at the top, or the Quick Sort on the right to filter your list.  We have deployed a filter for Case Number and a drop-down for Product in the filter area at the top so you can filter and 'find' specific items in your list. Remember to remove the case number from the field before exiting the portal, or it will remember this sort next time and you won't see your total case list while filtering.

You can also use your browser's native Find feature to locate a specific case by clicking on the screen after navigating to the list and making sure the stage is set to All. Select Control>F on your keyboard, and then type in the Case number in the 'Find' box.  Select 'Enter' on your keyboard or click 'Search' if it is available on the screen.  This will highlight the case from the list.

You can also sort on Number (Case number) or Date by clicking the down arrow or up arrow to switch between ascending and descending on the top line of the list.

Can I see my issues list?
Yes. Log in to the Support Portal and click 'See Support Issues'.  You can see a list of issues associated with your logged support cases.  Click on the Issue # to open it.
 
Where do I see what case is attached to an issue?
Click 'See Support Issues' and click on the issue # you would like to view. Scroll down to the bottom of the screen.  Your associated case or cases will be attached under the 'Cases' section.

Will I be able to see the status of 'issues'?
Yes.  Click 'See Support Issues' and click on the issue # you would like to view. The status and any work-around that has been released for the applicable issue will be listed in the 'Issue' section. These are the product defects you have reported to Abila. You can only see product issues that you have reported not the entire list.
 
Will I be able to view and search for all issues for my product?
This feature is only available for Legacy accounts for the netFORUM Enterprise product.  Click the 'Search NF Enterprise Issues' link and follow the prompt on the screen to search by keyword, all keywords, status, etc.

Can I update my cases from the Support Center?
Yes. Log in to the Support Center and click 'See Support Cases'.  Locate the case you need to update from your list, and then click 'Edit.'  To view the case details, click 'View'.  If you need to log a new case while you are on this screen you can click the 'New Case' button. 

Can I log a case for any of my accounts?
A: Yes.  As long as your password is the same for each of your accounts, you can switch between accounts by hovering over the roles icon in the upper right corner of the home page. If the passwords on your accounts are different you will need to log out and log back in with the different passwords to log cases for each account.  
If you would like to synchronize the accounts with one password follow these instructions.

If you were not set up with access to your other accounts and require access,  Contact Support

Can I change my email address or password?
A: Click the 'Change Email'  link under  'Settings'  to request an email change link to be sent to you, and follow the prompts in the message sent, You can also follow these instructions to request an email change with Community Brands.

You can use the 'Change Password' link on the left under 'Settings'' to change your password. However, if you are a contact for multiple accounts, please follow these instructions to update your password.
If you have questions, Contact Support



 

Knowledgebase:

The Knowledgebase powered by  Drupal can be accessed at https://kb.communitybrands.com 
Q: Why can I see the titles of articles but no content displays?
Most content in our Knowledgebase is gated by a support agreement.  You must have a Maintenance and Support plan or subscription to view this content. If you have a plan and still cannot view premium content, make sure you are logged in at the top.  If you are logged in, have a current contract, and still cannot view this content reach out to Support on Chat to check your account profile.
Q: Where can I change my password for the Knowledgebase?
Log in to the Support Center to change the password for the KB, User Community, Training, and Support Center. Each has its own login page, but they share credentials that are updated and maintained in the Support Center.
If you have forgotten your password click here.  This will take you to a password reset page powered by NetSuite.  

Please Note: 
if you are a contact for multiple accounts, please follow these instructions to update your password.

To request new access, use our Support Chat service.

Chat with Support (available M-F 8 am to 5 pm CT) Click 'Chat Now' and choose the Community/KB/Support Portal group from the product radial buttons list





User Community:

The User Community powered by  Higher Logic  can be accessed at https://userforum@communitybrands.com
Our new  User Community uses the same login credentials as the Support Portal/Knowledgebase/Enterprise Wiki/Community Brands University resources.
Check the  User Community FAQ  for more details and information.

To reset your existing access password click here.  This will take you to a password reset page powered by NetSuite.  

Please Note: 
if you are a contact for multiple accounts, please follow these instructions to update your password.

To request new access, contact Support Chat.

Chat with Support (available M-F 8 am to 5 pm CT) Click 'Chat Now' and choose the Community/KB/Support Portal group from the product radial buttons list.
  •  



Training Resources 


Our training resources can be found on the Community Brands University web page.  Below are some commonly asked questions regarding our training resources.

Registration for the training site at Community Brands University 
 
If you have login credentials already for the Knowledgebase and Support portal, you may use those same credentials to log in to Community Brands University.

If you do not have a login or have forgotten your credentials, request access or a password reset with one of the following options:
  • The I don't know my password link on the University login screen is available 24 x7.  *NOTE: The password you will receive comes from NetSuite and must be changed on the Support Center before it will be available for logging into the Knowledgebase, or the Community Brands University training site.
    If you are a contact for multiple accounts, please follow these instructions to update your password.
  • Chat with a Community Brands University chat agent to register for access by clicking the 'Live Chat Online' button on this page.  
    After hours or if the chat team is unavailable, click the 'Live Chat Offline Leave A Message' button, fill in the form, and submit it for the next available business day.
Q: Before you reset my password I could see all my roles in the Support Center for all my associated accounts. Why can I only see one account now?
Since Community Brands University shares the access password with the Support Center, you will need to re-associate the accounts. Update your temporary password using the 'Password Reset/Sync' link on the right under 'Administration'.  Follow the on-screen prompts.
Make sure you don’t add a space, underscore, a comma at the end, two symbols together, an @ sign, or a ^ carrot symbol in your new password. These will save on the Support Center, but the knowledgebase and training sites cannot read them and login can fail.
When you log back into the portal, your roles will be returned in the drop-down on the right corner of the screen. If you need help with this process, follow these instructions.

Q: How can I register for access to the training site if I have not taken classes previously?
Community Brands University shares credentials with the Knowledgebase, User Community, Enterprise Wiki, and Support Center.  If you have access to these resources, you may log in to Community Brands University 


To request new access, contact Community Brands University Chat.
  • Chat with a Community Brands University chat agent by clicking the 'Live Chat Online' button on the login page.  
    After hours or if the chat team is unavailable, click the 'Chat Offline Leave A Message' button, fill in the form, and submit it for the next available business day.
Q: How do I navigate the training site? What is a training pass? What classes are available? Where can I view my CPE credits and Certificates?  How do I obtain a discount membership or coupon code?
You can find the answers to these questions and more in our Frequently Asked Questions section on the right-hand side of the Community Brands University login page.  
You can also contact Learning Services at 877-879-0456  or by email at training@communitybrands.com
 

 

Article Type
Product Info
Product Line
Miscellaneous
Product Module/Feature
-None-
Ranking
Average: 1 (2 votes)