General QuestionsWhat is the Planview Customer Success Center?
It is the one place to look for information about any Planview product.
It is the replacement for PlanviewPRISMS.com, and provides information about Planview Enterprise, Troux, Projectplace, and Innotas product lines. The Customer Success Center includes product help, best practices, how-to training content, e-learning, analytics, and more, organized with simple navigation.
The primary target audience are users of Planview products, including Planview Enterprise, Troux, Projectplace, and Innotas. We consider it part of our Innovative Enablement program to provide access to support and training information for our customers. Customers' information needs may be high level, such as best practices and white papers, or very task oriented, such as e-learning or how-to instructions, or for technical reference such as product documentation. No matter what your information needs are, the Customer Success Center is the place to help you find any information on Planview products.
Product help in Planview Enterprise versions prior to 11.5 will still operate the way it always has, and is unaffected by the PlanviewPRISMS.com retirement. Planview Enterprise 11.5 and greater will use the product help in the Customer Success Center, and contextual help links from Planview Enterprise will be directed accordingly. This allows updates and improvements to be made to the help continuously. It also allows cross-links to related training, best practices, how- to articles, and e-learning modules.
Troux product help will start using the Customer Success Center in a release later this year. Projectplace will start using the Success Center in a coming release to be determined.
Everyone! There is information in the Success Center that is available to everyone without requiring a login. Planview is a world leader in portfolio and resource management and we want to share our knowledge with everyone. In addition to the publicly available content, there is a vast amount of content available only to customers of Planview. All companies who own Planview Enterprise or Troux will have the ability to create login credentials that provide additional information to our users in those companies. This additional information includes product help, how-to articles, and other content. In addition, subscribers to Planview PRISMS gain access to hundreds of additional best practices and e-learning modules.
Very logically. First, there are categories for each of the Planview product lines, including Planview Enterprise, Troux, Projectplace, and Innotas. There is also a category for overall Planview company news. Within the product categories, the organization varies by product.
Planview Enterprise content is organized into subcategories that mirror the Rapid Portfolio Management (RPM) business capabilities. This makes browsing for a topic very easy and intuitive. For each capability, we have how-to content, product help, best practices, e-learning, analytics, and more. Additionally, there is access to the Planview Customer Community and other programs such as Cloudlift.
Troux content is organized by product interface, including Navigate, Insight, and API. Projectplace content mostly links to the Projectplace website currently, and there are white papers available on a variety of topics.
In addition to the easy navigation, the site has a powerful search engine that lets you narrow and filter your search request.
Yes, a substantial amount! For Planview Enterprise customers, we have leveraged our extensive library of training material to create dozens of new howto items, including screen shots and step-by-step instructions. You also have many new FAQs available for a number of our capabilities. We have created dozens of new e-learning modules, most in a new 2-3 minute short form and updated many of our best practice articles to match later versions of the product and our latest thought leadership. All the new Planview Enterprise 11.5 documentation is available. A new Planview Fundamentals area is dedicated to introducing the basic concepts of using Planview Enterprise. This makes an excellent place for new users to start learning what matters to them.
All of the above is in an organizational structure that follows the RPM business capability model to make it easy to find what you want. Within each of these capabilities, we have the capability description and the business outcomes you can expect from using it. For each capability, we list the product analytics that support that capability (a frequently requested ability) as well as the processes that the analytic supports. We also have a complete online catalog of all the RPM analytics available in the product. In addition, you’ll find an all new Resource Center, with user guides, tech notes, white papers, downloadable PMO document artifacts, and a rich array of cultural adoption/change leadership content in our Enablement Resources section. Finally, we have a wealth of valuable information from Planview marketing and product management teams, including white papers, webinars, analyst reports, data sheets, company news, release notes, "What’s New" documentation, and much more.
For Troux there is new documentation on using Troux products, including articles, videos and e-learning modules. We have assembled a set of best practice articles on doing portfolio management and enterprise architecture. Direct access to Architecture and Governance magazine is provided, as well as Troux white papers, webinars, data sheets, and analyst reports.
E-learning and best practices are now part of Planview PRISMS. Also included are live process expertise webinars in the bundle. This content is available to subscribers of Planview PRISMS directly within the Customer Success Center. If you are not a Planview PRISMS subscriber, you may see the following message on some content: "Please see your company administrator for access to Planview PRISMS content." If you previously subscribed to best practices and/or e-learning then you will automatically have access to all content on the Customer Success Center.
Not yet. Troux e-learning is still accessed through the Troux Learning Management System and is included in Troux product-oriented professional services bundles or purchased separately. In the future, we will have a Planview PRISMS subscription for Troux customers, and one that applies to all Planview products.
No, it does not. The customer care portals for Planview Enterprise and Troux are separate services and requires separate logins. However, in the interest of one-stop-shopping, you can get to the customer care portals from a link in the Customer Success Center. In the future we expect tighter integration to allow access to some of the knowledge from the customer care portals directly in the Success Center.
The RPM Essentials videos and assessments are being updated for the newest product versions. They will be accessed through the Customer Success Center in the future. For now, the existing RPM Essentials can be made available by special request.
Planview has a global Customer Experience team with approximately 20 team members covering all products and responsible for the content in the Customer Success Center. This enables us to continuously create new and improved content. Planview marketing, product management, customer success, customer care, training, and implementation teams are also heavily involved in content development.
Lots! We are continuously adding new content, and updating older content for newer versions of our products. We will be adding substantially more content around all of our product lines. We will also more tightly integrate with the customer care portals. Additionally, we will introduce new user community forums for Planview Enterprise and better integrate the existing Troux user forums. We continue to localize more and more of our content into non-English languages. We will converge on a single learning management system for both Troux and Planview Enterprise. Future Troux and Projectplace products will more tightly integrate with the Customer Success Center. And this is just the start of great things to come in the Planview Customer Success Center!
User QuestionsHow do I access the Planview Customer Success Center?
You can get there several ways. There is a link on the Planview.com website to take you to the Success Center. You can go directly there by visiting success.planview.com. Planview Enterprise 11.5 will have links to it from the Help menu and from Contextual Help. Also, you can search for content with Google or other search engines which may take you directly to an article in the Customer Success Center.
If you already had an account on PlanviewPRISMS.com it has been migrated to the new Planview Customer Success Center. You will need to use your email address that you used for the PlanviewPRISMS.com account and create a new password for the Customer Success Center. If you did not have an account before on PlanviewPRISMS.com, then if your company uses Planview Enterprise or Troux you can simply self-register from the login screen, as prompted to do so to create a new account.
The login page has a link that will enable you to reset your password.
Enablement paths are a series of courses that are bundled together to provide an easy to manage method of delivering targeted content.
Your company must be a PRISMS Subscriber in order to fully access enablement paths. If you are unsure of whether your company is a PRISMS Subscriber or not, please consult your company’s Customer Success Center Administrator for information.
- Users must be registered and logged in to access enablement paths in the Customer Success Center.
- From the home page (success.planview.com), click the Planview Enterprise > Learning Center > My Learning menus to access the E-Learning area.
- From the E-Learning area, select Catalog > Enablement Path Registration to search for enablement paths
- Search by category
- Search by title
- Search across complete list of paths by selecting ‘All Categories’ and leaving the title field blank to run the search
- Click ‘Register’ next to the path to enroll
*If you do not see any paths available to you, please consult your company’s Customer Success Center administrator to inquire about enablement paths.
Enablement Paths by Planview
- Users must be registered and logged in to access enablement paths in the Customer Success Center.
- From the home page (success.planview.com), click Planview Enterprise > Learning Center > Enablement Paths
- Select the area of interest to see which courses are available for that subject in each version.
*Role-based enablement paths are available as well, indicated throughout the page by the inclusion of “Enablement Path” in the title of the link. Each role-based path will include various subsets of courses that comprise the respective enablement path.
In the Customer Success Center, job roles are no longer a part of a user’s profile. If you have accessed enablement paths in PlanviewPRISMS.com before, you will realize that this means that you are no longer able to associate enablement paths with job roles for automatic enrollment.
Users can follow the registration steps in the ‘How do I register for an enablement path?’ FAQ to register for existing enablement paths. Additionally, users can navigate to Planview Enterprise > Learning Center > Enablement Paths to follow along with the suggested enablement paths as presented by Planview.
For optimal browsing experience, use Google Chrome or Internet Explorer versions 10 and 11. Mobile devices are also supported.
This means that you are looking at the system as an anonymous user without having signed in. Click on the person icon in the upper right of any page to sign in using your own credentials.
This message means that your company has not purchased a subscription to the best practices and e-learning content we now call PlanviewPRISMS. Have your administrator talk to your Planview account executive to purchase a subscription.
You access the Planview Learning Management System and the e-learning modules from the Customer Success Center. You can get to it through the Training Center under Planview Enterprise and Troux, or through the capabilities hierarchy in the Customer Success Center under Planview Enterprise. For instance, if you navigate to a topic (e.g., Resource Management) and a subtopic (e.g., Resource Assignments), the e-learning tab will show relevant e-learning modules.
All your existing Enablement Paths and e-learning history will still be available through the new Customer Success Center in our upgraded Learning Management System.
Make sure you are using an up-to-date browser and flash player. Because e-learning videos open in a new window within your browser, you will need to bypass any pop-up blocker settings your browser may have. You can add the e-learning hostname (https://inter.viewcentral.com) to the list of pop-up exceptions, or the pop-up blocker can be turned off altogether (not recommended).
To manage exceptions in Chrome, navigate to the menu icon in the top-right corner of the browser and select Settings (Show advanced settings...) > Privacy (Content settings...) > Pop-ups (Manage exceptions...) and enter the e-learning URL.
For Internet Explorer users, select the gear icon in the top-right corner of the browser and select Internet Options > Privacy > Pop-up Blocker (Settings) and enter the e-learning site address.
The Planview Customer Success Center is designed to be very intuitive to use and find information. You can browse or search for content. If you want help on using the Customer Success Center, click on the “?” icon in the upper right of site header to get general help.
All versions from 11.5 and forward are contained within the Customer Success Center. For versions older than 11.5, the PDF user guides can be found in the Success Center by navigating to the Planview Enterprise section, then Resource Center, then User Guides. Also, for e-learning courses, modules prior to 11.5 are available via the link in the Learning Center to our Learning Management System. Versions are clearly indicated.
For product help and how-to content, most pages apply to all versions of a product (starting with Planview Enterprise 11.5). Where there are version differences, those will be clearly marked on those pages. In many cases, you will be able to see how functionality is improved in later versions than your own, if you want to see it.
Troux and Projectplace content also applies to all current and future versions of the product.
All Planview Enterprise translated and localized content is in the Customer Success Center. The languages supported include English, French, Spanish, Italian, and German. To access the languages, click on the globe icon in the upper right of any page to select the desired language.
Note that only the product help, some e-learning modules, and some marketing materials are localized. We are adding more localized content all the time.
We still have community discussions on LinkedIn for Planview Enterprise, but the forums that were built into PlanviewPRISMS.com were on old technology and the community was not very active. We will be bringing new Planview Enterprise user community forums into the Customer Success Center in the coming months. Meanwhile, the Community and Programs section in the Customer Success Center (under the Planview Enterprise section) provides a link to the LinkedIn forum.
Almost every page has a feedback mechanism at the bottom of the article. You can click icons to indicate whether the page was helpful or not, and also provide specific feedback on that page.
We also have a general site feedback form in the site footer, which you can use for anything, including requesting information you are looking for but cannot find. We want your feedback, so please let us hear from you!
Administrator QuestionsIs administration of my company and users different from PlanviewPRISMS.com?
Yes, it is much easier! The Success Center still has the concept of the company administrator (formerly the PRISMS Administrator), but it is a much lighter role than before. The big difference is that you no longer need to add each user. Once your company has been added to the Customer Success Center by Planview, your users can self-register using their company email addresses, greatly reducing administration activities. Administrators will need to add domains available for your employees. The system will validate that new registrants are in a valid email domain for your company.
Yes, they can be added individually, or in bulk, or users can be invited to join. Users may also self-register using your company email domains, so none of these other ways to add users are necessary.
Administrators can disable users, reset passwords, and change a few informational fields for users.
No. Only Planview’s Success Center administrator can add domains for your company, so you will need to let us know what domains you have for your company or partners you want to access the Customer Success Center. Please contact our Customer Experience Operations Team at mailto:SuccessCenter@planview.commailto:SuccessCenter@planview.comSuccessCenter@planview.com for assistance.
At the bottom of every page in the Success Center is a link to request RAS time. Only users at your company who are authorized RAS requestors will see this link. Users who were authorized RAS requesters on PlanviewPRISMS.com will have that role carried forward to the new site. Otherwise, you will need to contact our Customer Experience Operations Team at mailto:SuccessCenter@planview.commailto:SuccessCenter@planview.comSuccessCenter@planview.com to have the authorized RAS requestors set up.
As for submitting RAS requests, we have RAS request forms for Planview Enterprise and Troux. Projectplace does not have RAS at this time. Fill out the information in the appropriate form for Troux or Planview Enterprise and submit it. We will reply within 24 hours to your request.
No. All parts of the Planview Customer Success Center are open to your users. However, in many cases, a user will be directed to a specific article based on selecting Help from whatever application page they are on, and/or will be searching for help on a specific function. This enables users to find the help they need quickly and easily. Keep in mind, if your company has not purchased a Planview PRISMS subscription, users will not be able to see the Planview PRISMS e-learning or best practice content. Certain best practices and e-learning modules will be available to everyone.
Yes. Reports for administrators still exist. Although we have upgraded our LMS, it still does not have the ability to export user lists.