Q&A: Cases & Case Form

[#1]

Which form should I submit to get a CSM assigned for assistance?

To get CSM assistance please raise the Customer Success Digital Help Request form.

How quickly can a customer expect an initial response after submitting a case?

When a customer submits a case, it triggers a request for our internal team to assign a CSM expert to assist. This process is typically completed within one business day. You can expect a response within 24 hours on business days.

What happens when a case is closed without resolution?

All cases are always closed with proper resolution. If a case is closed without resolution, it's because of the customer's unresponsiveness after 3 follow-ups by the CSM. However, this requires a new case to be raised and a CSM will connect with you for assistance.

Why is the case not getting submitted even after clicking on the submit button?

Here are some troubleshooting steps you can take to avoid getting that error:
Try submitting the case again after clearing your cache and cookies.
If you have used any special characters in the case description, please remove them and rewrite the description.

We were able to submit the case but did not receive a case number for tracking.

Thank you for letting us know that you submitted the case. Please note, once you submit the case, you will get the notification on same page that case is generated. You would not get the case number. However, a dedicated CSM (Customer Success Manager) will be assigned to the case and will reach out to you accordingly.

If a case doesn't stay valid anymore, how should the customer go about closing the case which was already opened?

If a case no longer stays valid anymore, please respond to the assigned CSM stating the same, so that the case can be closed.                                                                                                        

The allotted 5000 characters is not sufficient for my query, what do I do?

Please briefly explain your queries and concerns in the case description box. Once your case is submitted and a representative from our team is assigned to you, you can share all the relevant details and documentation with them so they can assist you with your request.

We are not able to attach files related to my issue.

Please note that, once the case is submitted, a Customer Success Manager will reach out to you, post which you can share all related attachments. Hope this helps.

While raising the support case within the community portal, if I am not able to find my active product on drop down list, whom should I connect with?

If the school/technical contact is unable to find the active product in the drop-down list within the support case portal, please connect with Service BusinessOperations(svcbusinessoperations@powerschool.com) and they will be able to assist further.

Was this Article Helpful?

• Kudo this article if you found it helpful. It will help others find this resource.
• Comment directly on this article to request clarification or share feedback about the content of the article.
• Use the product-specific forum for questions not directly related to this article.

[#2]

Which form should I submit to get a CSM assigned for assistance?

To get CSM assistance please raise the Customer Success Digital Help Request form.

How quickly can a customer expect an initial response after submitting a case?

When a customer submits a case, it triggers a request for our internal team to assign a CSM expert to assist. This process is typically completed within one business day. You can expect a response within 24 hours on business days.

What happens when a case is closed without resolution?

All cases are always closed with proper resolution. If a case is closed without resolution, it's because of the customer's unresponsiveness after 3 follow-ups by the CSM. However, this requires a new case to be raised and a CSM will connect with you for assistance.

Why is the case not getting submitted even after clicking on the submit button?

Here are some troubleshooting steps you can take to avoid getting that error:
Try submitting the case again after clearing your cache and cookies.
If you have used any special characters in the case description, please remove them and rewrite the description.

We were able to submit the case but did not receive a case number for tracking.

Thank you for letting us know that you submitted the case. Please note, once you submit the case, you will get the notification on same page that case is generated. You would not get the case number. However, a dedicated CSM (Customer Success Manager) will be assigned to the case and will reach out to you accordingly.

If a case doesn't stay valid anymore, how should the customer go about closing the case which was already opened?

If a case no longer stays valid anymore, please respond to the assigned CSM stating the same, so that the case can be closed.                                                                                                        

The allotted 5000 characters is not sufficient for my query, what do I do?

Please briefly explain your queries and concerns in the case description box. Once your case is submitted and a representative from our team is assigned to you, you can share all the relevant details and documentation with them so they can assist you with your request.

We are not able to attach files related to my issue.

Please note that, once the case is submitted, a Customer Success Manager will reach out to you, post which you can share all related attachments. Hope this helps.

While raising the support case within the community portal, if I am not able to find my active product on drop down list, whom should I connect with?

If the school/technical contact is unable to find the active product in the drop-down list within the support case portal, please connect with Service BusinessOperations(svcbusinessoperations@powerschool.com) and they will be able to assist further.

Was this Article Helpful?

• Kudo this article if you found it helpful. It will help others find this resource.
• Comment directly on this article to request clarification or share feedback about the content of the article.
• Use the product-specific forum for questions not directly related to this article.

[#3]

Which form should I submit to get a CSM assigned for assistance?

To get CSM assistance please raise the Customer Success Digital Help Request form.

How quickly can a customer expect an initial response after submitting a case?

When a customer submits a case, it triggers a request for our internal team to assign a CSM expert to assist. This process is typically completed within one business day. You can expect a response within 24 hours on business days.

What happens when a case is closed without resolution?

All cases are always closed with proper resolution. If a case is closed without resolution, it's because of the customer's unresponsiveness after 3 follow-ups by the CSM. However, this requires a new case to be raised and a CSM will connect with you for assistance.

Why is the case not getting submitted even after clicking on the submit button?

Here are some troubleshooting steps you can take to avoid getting that error:
Try submitting the case again after clearing your cache and cookies.
If you have used any special characters in the case description, please remove them and rewrite the description.

We were able to submit the case but did not receive a case number for tracking.

Thank you for letting us know that you submitted the case. Please note, once you submit the case, you will get the notification on same page that case is generated. You would not get the case number. However, a dedicated CSM (Customer Success Manager) will be assigned to the case and will reach out to you accordingly.

If a case doesn't stay valid anymore, how should the customer go about closing the case which was already opened?

If a case no longer stays valid anymore, please respond to the assigned CSM stating the same, so that the case can be closed.                                                                                                        

The allotted 5000 characters is not sufficient for my query, what do I do?

Please briefly explain your queries and concerns in the case description box. Once your case is submitted and a representative from our team is assigned to you, you can share all the relevant details and documentation with them so they can assist you with your request.

We are not able to attach files related to my issue.

Please note that, once the case is submitted, a Customer Success Manager will reach out to you, post which you can share all related attachments. Hope this helps.

While raising the support case within the community portal, if I am not able to find my active product on drop down list, whom should I connect with?

If the school/technical contact is unable to find the active product in the drop-down list within the support case portal, please connect with Service BusinessOperations(svcbusinessoperations@powerschool.com) and they will be able to assist further.

Was this Article Helpful?

• Kudo this article if you found it helpful. It will help others find this resource.
• Comment directly on this article to request clarification or share feedback about the content of the article.
• Use the product-specific forum for questions not directly related to this article.