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Experience Cloud | Support and Expert Sessions

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Admin Console
  1. Adobe Enterprise & Teams: Administration guide
  2. Plan your deployment
    1. Basic concepts
      1. Licensing
      2. Identity
      3. User management
      4. App deployment
      5. Admin Console overview
      6. Admin roles
    2. Deployment Guides
      1. Named User deployment guide
      2. SDL deployment guide
      3. Deploy Adobe Acrobat 
    3. Deploy Creative Cloud for education
      1. Deployment home
      2. K-12 Onboarding Wizard
      3. Simple setup
      4. Syncing Users
      5. Roster Sync K-12 (US)
      6. Key licensing concepts
      7. Deployment options
      8. Quick tips
      9. Approve Adobe apps in Google Admin Console
      10. Enable Adobe Express in Google Classroom
      11. Integration with Canvas LMS
      12. Integration with Blackboard Learn
      13. Configuring SSO for District Portals and LMSs
      14. Add users through Roster Sync
      15. Kivuto FAQ
      16. Primary and Secondary institution eligibility guidelines
  3. Set up your organization
    1. Identity types | Overview
    2. Set up identity | Overview
    3. Set up organization with Enterprise ID
    4. Setup Azure AD federation and sync
      1. Set up SSO with Microsoft via Azure OIDC
      2. Add Azure Sync to your directory
      3. Role sync for Education
      4. Azure Connector FAQ
    5. Set up Google Federation and sync
      1. Set up SSO with Google Federation
      2. Add Google Sync to your directory
      3. Google federation FAQ
    6. Set up organization with Microsoft ADFS
    7. Set up organization for District Portals and LMS
    8. Set up organization with other Identity providers
      1. Create a directory
      2. Verify ownership of a domain
      3. Add domains to directories
    9. SSO common questions and troubleshooting
      1. SSO Common questions
      2. SSO Troubleshooting
      3. Education common questions
  4. Manage your organization setup
    1. Manage existing domains and directories
    2. Enable automatic account creation
    3. Set up organization via directory trust
    4. Migrate to a new authentication provider 
    5. Asset settings
    6. Authentication settings
    7. Privacy and security contacts
    8. Console settings
    9. Manage encryption  
  5. Manage users
    1. Overview
    2. Administrative roles
    3. User management strategies
      1. Manage users individually   
      2. Manage multiple users (Bulk CSV)
      3. User Sync tool (UST)
      4. Microsoft Azure Sync
      5. Google Federation Sync
    4. Assign licenses to a Teams user
    5. Add users with matching email domains
    6. Change user's identity type
    7. Manage user groups
    8. Manage directory users
    9. Manage developers
    10. Migrate existing users to the Adobe Admin Console
    11. Migrate user management to the Adobe Admin Console
  6. Manage products and entitlements
    1. Manage products and product profiles
      1. Manage products
      2. Buy products and licenses
      3. Manage product profiles for enterprise users
      4. Manage automatic assignment rules
      5. Entitle users to train Firefly custom models
      6. Review product requests
      7. Manage self-service policies
      8. Manage app integrations
      9. Manage product permissions in the Admin Console  
      10. Enable/disable services for a product profile
      11. Single App | Creative Cloud for enterprise
      12. Optional services
    2. Manage Shared Device licenses
      1. What's new
      2. Deployment guide
      3. Create packages
      4. Recover licenses
      5. Manage profiles
      6. Licensing toolkit
      7. Shared Device Licensing FAQ
  7. Get started with Global Admin Console
    1. Adopt global administration
    2. Select your organization
    3. Manage organization hierarchy
    4. Manage product profiles
    5. Manage administrators
    6. Manage user groups
    7. Update organization policies
    8. Manage policy templates
    9. Allocate products to child organizations
    10. Execute pending jobs
    11. Explore insights
    12. Export or import organization structure
  8. Manage storage and assets
    1. Storage
      1. Manage enterprise storage
      2. Adobe Creative Cloud: Update to storage
      3. Manage Adobe storage
    2. Asset migration
      1. Automated Asset Migration
      2. Automated Asset Migration FAQ  
      3. Manage transferred assets
    3. Reclaim assets from a user
    4. Student asset migration | EDU only
      1. Automatic student asset migration
      2. Migrate your assets
  9. Manage services
    1. Adobe Stock
      1. Adobe Stock credit packs for teams
      2. Adobe Stock for enterprise
      3. Use Adobe Stock for enterprise
      4. Adobe Stock License Approval
    2. Custom fonts
    3. Adobe Asset Link
      1. Overview
      2. Create user group
      3. Configure Adobe Experience Manager Assets
      4. Configure and install Adobe Asset Link
      5. Manage assets
      6. Adobe Asset Link for XD
    4. Adobe Acrobat Sign
      1. Set up Adobe Acrobat Sign for enterprise or teams
      2. Adobe Acrobat Sign - Team feature Administrator
      3. Manage Adobe Acrobat Sign on the Admin Console
    5. Creative Cloud for enterprise - free membership
      1. Overview
  10. Deploy apps and updates
    1. Overview
      1. Deploy and deliver apps and updates
      2. Plan to deploy
      3. Prepare to deploy
    2. Create packages
      1. Package apps via the Admin Console
      2. Create Named User Licensing Packages
      3. Adobe templates for packages
      4. Manage packages
      5. Manage device licenses
      6. Serial number licensing
    3. Customize packages
      1. Customize the Creative Cloud desktop app
      2. Include extensions in your package
    4. Deploy Packages 
      1. Deploy packages
      2. Deploy Adobe packages using Microsoft Intune
      3. Deploy Adobe packages with SCCM
      4. Deploy Adobe packages with ARD
      5. Install products in the Exceptions folder
      6. Uninstall Creative Cloud products
      7. Use Adobe provisioning toolkit enterprise edition
      8. Adobe Creative Cloud licensing identifiers
    5. Manage updates
      1. Change management for Adobe enterprise and teams customers
      2. Deploy updates
    6. Adobe Update Server Setup Tool (AUSST)
      1. AUSST Overview
      2. Set up the internal update server
      3. Maintain the internal update server
      4. Common use cases of AUSST   
      5. Troubleshoot the internal update server
    7. Adobe Remote Update Manager (RUM)
      1. Use Adobe Remote Update Manager
      2. Resolve RUM errors
    8. Troubleshoot
      1. Troubleshoot Creative Cloud apps installation and uninstallation errors
      2. Query client machines to check if a package is deployed
      3. Creative Cloud package "Installation Failed" error message
  11. Manage your Teams account
    1. Overview
    2. Update payment details
    3. Manage invoices
    4. Change contract owner
    5. Change your plan
    6. Change reseller
    7. Cancel your plan
    8. Purchase Request compliance
    9. Manage your team in Adobe Express
  12. Renewals
    1. Teams membership: Renewals
    2. Enterprise in VIP: Renewals and compliance
  13. Manage contracts
    1. Automated expiration stages for ETLA contracts
    2. Switching contract types within an existing Adobe Admin Console
    3. Value Incentive Plan (VIP) in China
    4. VIP Select help
  14. Reports & logs
    1. Audit Log
    2. Assignment reports
    3. Content Logs
  15. Get help
    1. Contact Adobe Customer Care
    2. Support options for teams accounts
    3. Support options for enterprise accounts
    4. Support options for Experience Cloud

Learn how to use the Adobe Admin Console for Experience Cloud to contact Adobe Customer Care, manage your support cases, schedule sessions with experts, and more.

System administrators and Support administrators can contact Adobe Customer Care from the Support tab in the Adobe Admin Console.

Sign in to the Admin Console

Create and Manage Support Cases

Sign in to the Admin Console and navigate to Support. In order to be able to see the Support Tab, the user needs either Support Admin or System Administrator Permissions. This is described in more detail in the Administrative Roles Article. In case you are still not able to see the Support Tab, please open an incident via Experience League. Please provide additional information, I.e., Company Name, IMS Org ID and Product. To learn about our support terms and processes, see Adobe Support Services Terms and Conditions.

For enterprise support for Experience Cloud, you can also see our Enterprise Support page.

Creating a case allows you to contact the Adobe Customer Support Team about any issues that you face with your Adobe products.

  1. In the Admin Console, navigate to Support > Support Summary.

  2. Identify and select the category your issue falls into: Administration, Creative Cloud, or Document Cloud or Experience Cloud. For example, if you are facing an issue with Adobe Experience Manager (i.e., AEM), select Experience Cloud. But if your issue is related to managing your users or licenses, select Administration.

    Experience Cloud

  3. Click Create Case. The Create Case window opens.

    Alternatively, choose Support > Support Cases and click Create Case.

  4. Select the type of issue you are experiencing from the given options: Managing users and licensing or Creative Cloud / Document Cloud or Experience Cloud. Again, click Create Case.

    Note:

    The issue category you select in the Support Summary page appears as selected in the Create Case window. To allow for quicker routing and resolution of your case, ensure that you select the most appropriate category.

    Create a Support Case

  5. Provide more details about your issue in the window that appears.

    Details to Be Filled Description
    Specify a Product Specify the name of the product in the given field. To see a list of options, type the first few letters of the product name. This option is not available if you want to create an administrative case. Please select a product component from the list below:

    Administrative Product:

    • Request for additional AEM Projects
    • Licensing-related questions
    • General questions about the products

    Adobe Experience Manager:

    • AEM Managed Services
    • AEM On-Premise
    • AEM Brand Portal
    • AEM Dynamic Media/Scene7
    • AEM Screens
    • AEM Mobile
    • AEM Communities
    • AEM Forms
    • AEM as Cloud Service - Sites
    • AEM as Cloud Service - Assets

    Adobe Campaign:

    • Campaign Classic
    • Campaign Standard
    Provide more Details about your Case

    Field details for Adobe Experience Manager i.e., AEM only:

    • Project: Select the project, you want to open a ticket for.
    • Environment: Select the relevant Environment for this issue (E.g., Dev, Stage, QA or Production).
    • Product Version: In order to find out the Project Version, open the AEM instance URL and add /system/console/status-productinfo.
    • Product Offering: Select the product sub category, (E.g., AEM Sites, Assets or Forms, etc).

    Field details for Adobe Campaign, i.e., AC only:

    • Environment: Select the relevant Environment for this issue (E.g. Prod, Stage or Dev).
    • Product Version: Find the Product Version by launching the instance. Navigate to Help - About in Client Console.
    • Server Build: Find the Server Build Number by launching the instance. Navigate to Help - About in Client Console.
    • Console Build: Find the Console Build by launching the instance. Navigate to Help - About in Client Console.
    • Product Offering: Select the product sub category, (E.g., E-mail, SMS, Push, Direct Mail, etc).
    • Instance URL: Please provide the URL of the instance you are requesting assistance for.
    Select the Priority of the Issue

    Depending on how the issue impacts your operations, classify it as follows:

    • P4 (Minor): Select this option if the issue does not cause any significant interruptions to normal operations. This option can include issues related to APIs and integration, installation and configuration inquiries, enhancement requests, or documentation questions.
    • P3 (Important): If the issue interrupts normal operations, select this option. For example, malfunctioning or incorrect behavior of the software. 
    • P2 (Urgent): Choose this option when there are serious interruptions to your business' normal operations. For example, if the issue negatively impacts an enterprise-wide installation, urgent deadlines, or causes financial risk to business. 
    • P1 (Critical): If the issue results in outages or extremely serious interruptions to a production system, please call us so we can serve you immediately.
    Quantify the Impact of the Issue

    Based on the scale at which the issue affects your organization, select one from the following options:

    • Small: One or two users impacted
    • Medium: A specific group of users impacted
    • Large: Most users impacted
    Summarize the Issue

    Provide a descriptive summary of your issue. Mention what the specific problem is and what you are seeing. 

    Examples of descriptive summaries:

    • Error "Could not process incoming SAML response" with Federated ID
    • "Account not recognized" in support panel
    • Error 400 or other error when attempting to validate a domain claim
    • Users, groups, or identity panel is blank
    • Change Domain Claim from Enterprise ID to Federated (or conversely)
    • Receiving the error "An invitation with this code was not found"
    Describe the Nature of the Issue you're Facing State your queries or describe your issue in detail, including the workflow that caused the issue and steps to reproduce. Include details about when it first happened.
    Attach Screenshots or Files that can help describe the Issue (optional) You can attach relevant files under 20 MB to the case. For example, a screenshot of the error. Executable and DLL files are not supported.
    Note:

    If the issue results in outages or serious interruptions to a production system such as the following, call Adobe Customer Support immediately.

    • A complete crash of the system or interruptions in main functions of the production system
    • Data integrity compromised
    • Imminent financial losses due to missing critical project deadlines or deliverables

  6. Click Next to add more details about the issue. In the window that follows, fill in the following information:

    Details to be filled

    Description

    List people you want to notify

    You can add more email addresses to which you want Adobe Customer Support to send case updates via email. You can notify up to ten people.

    Phone number

    Provide a contact number so that an Adobe Customer Support agent might contact you via phone to troubleshoot or ask for clarification.

    Time zone

    The time zone is populated by default, according to your system's information.

    Working hours

    Use the time slider to let us know the best time of day to reach you.

  7. Click Submit. A support case is created, and a notification displays.

    When you submit a case, a case ID is assigned, and you can track the progress via the Admin Console. All responses are updated to the case, and are also sent by email.

  8. To view the details, or update a support case, click the title of the case on the Support Summary or the Support Cases page.

To view and track your organization's open and closed cases, navigate to Support > Support Cases in the Admin Console.

  • The Open tab on the Support Cases page provides details about the ongoing cases. The list is color-coded and sorted according to status, with the cases requiring action at the top.
  • Once your case is resolved, you are able to view the case history under the Closed tab on the Support Cases page.
View and track existing cases
View and track existing cases

To update a case, navigate to Support > Support Cases in the Admin Console, and click the case title. A screen with all information about the case appears.

Update a case
Case details

You can perform the following actions on this page:

  • View Case Details: Click Details under the case name on the screen that appears when you open a specific case.
  • Update Contacts: To email case notifications to multiple people, click the three dots opposite the Contact tab. Then, select Update contacts. In the window that appears, add the relevant email addresses. You can notify up to ten people.
  • Add Comment or Attachment: To provide new information about the case or respond to Adobe Customer Care, you can add comments after the case creation.
    • To add a comment, click Add comment under the Discussion tab. Then, click Submit.
    • To add an attachment, select Add attachment under the Discussion tab. Upload your files and click Submit.
Note:

You can attach relevant files under 20 MB to the case, for example, a screenshot of the error. Executable and DLL files are not supported.

Close or Escalate a Case

  • To close a case, click Close Case under the Actions tab. In the window that appears, provide details about why you want to close the case, and click Submit.
  • If you are not satisfied with the case resolution, you can escalate a case. To do so, click Escalate Case under the Actions tab. Provide details about why you want to escalate a case in the relevant fields. Click Submit. Both the Manager and the responsible Technical Support Engineer will be notified.
Close a case
Close a case

  • Reopen a Case: You can reopen a case within 14 days of closure. To reopen a case, click Reopen Case under the Actions tab. In the window that appears, provide details about why you want to reopen the case. Click Submit.

Learn more about the support case lifecycle.

Chat with Adobe Customer Support

To help resolve or troubleshoot your issues, the Adobe Admin Console allows you to chat with Adobe Customer Support. To allow quicker routing and resolution of the issue, ensure that you select the most appropriate topic from the ones displayed in the live-chat window.
After the chat ends, your request and conversation are saved as a case that you can view, track, and manage later.

To chat with Adobe Customer Support, do the following:

  1. In the Admin Console, navigate to Support > Support Summary, and click Start Chat.

    Start Chat
    Support options for Experience Cloud

  2. A live chat window appears with a set of pre-defined chat topics. Select any one from these topics.

    Start Chat Session
    Live chat window with a set of pre-defined chat topics

  3. To connect with our representatives and resolve your query, type your message in the chat window. 

Schedule Expert Sessions

An Expert Session consists of a 30-minute phone call that covers a how-to topic to assist users with a specific product feature. Each session is scheduled by appointment at a time chosen by you, with the Adobe Customer Support team. The sessions are carried out using a screen sharing software, if needed, that allows a product expert to walk you through complex or new workflows.

Note:
  1. Expert sessions can be scheduled from Monday to Friday and are available only in English.
  2. Ensure that you place a request at least 24 hours in advance.
  3. For longer sessions or more formal training, visit the Training Website for an overview of Adobe training options.

You can track the sessions you have with the experts. To view the details, update or cancel a requested Expert Session, click its Session ID on the Support Summary or the Expert Sessions page.

  • The Open tab on the Expert Sessions page provides details about ongoing sessions such as their status, topic, admin who requested them, and the relevant dates. The Open cases list is color-coded and sorted according to status, with the cases requiring action at the top.
  • Once your sessions are complete, you are able to view all history under the Closed tab on the Expert Sessions page.

To request an Expert Session, do the following:

  1. In the Admin Console, navigate to Support > Support Summary.

  2. Select Experience Cloud and click Request Expert Session. The Request Expert Session window opens.

    Alternatively, you can navigate to Support > Expert Sessions and click Request Expert Session.

    Request Expert Session
    Request Expert Session

  3. Depending on the product family you selected on the Support Summary page, the next window automatically selects one of these two options for you: For Administrators or For Product Users.

    To set up an expert session, click Request Expert Session.

    Note:

    Alternatively, if you have come from the Expert Sessions page, you must select one of these two options before continuing: For Administrators and For Product Users.

    Type of Issue

  4. Provide more details about your issue in the window that appears.

    Details to be filled

    Description

    Specify a product

    Specify the product that you would you like to learn more about. This option is not available if you've requested an Expert Session for administrators.

    Session topic

    Choose a session topic from the drop-down list.

    Describe the nature of your request

    Describe the issue in some detail, including the workflow that caused the issue.

    Propose session times

    Enter three preferred time slots when you're available for a call.

    Time zone

    The time zone is populated by default, according to your system's information.

    Email

    The email to which the session updates are sent is listed on the page.

    Phone number

    Enter your preferred contact number, including country and area codes.

  5. Click Submit. An Expert Session is created, and a notification displays.

    When you request an Expert Session, a case ID is assigned, and you can track its progress. All responses are updated to the case, and are also sent by email.

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