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Planview Customer Success Center

Planview Customer Service Migration to Salesforce Service Cloud FAQ

Planview will be migrating from the Parature by Microsoft platform to Salesforce Service Cloud Community in May, 2018 due to the termination of the Parature SaaS offering by Microsoft.

Here are some FAQ's related to this migration.

 

  1. When will the migration to Salesforce Service Cloud Customer Community occur?

The cut-over is targeted for May 11-13, 2018 with a May 13 go-live. During the migration, you may submit cases via the existing Portal until 7 pm Central Time on Friday, May 11, as the Parature system will be brought off-line at that time. The new Service Cloud Community will be accessible on Sunday, May 13, by 5 pm Central Time via the same URL in use today (https://support.planview.com).

2. Will all of my open Tickets migrate to the Customer Community?

Yes, all of your open tickets will be moved to the Customer Community and the existing Parature Ticket number will be added to the Community Case and visible to you via the new Customer Community. Note: The Service Cloud Case number will not be the same as the existing Parature Ticket number.

3. How will I communicate on Open Cases (Tickets) after the migration?

Once the migration is complete, you will be able to access your open cases via the Service Cloud Community to add comments or attachments, close the case or review the case history. You will not be able to reply to emails from Parature (PVTICKET@PLANVIEW.COM ) for existing cases, as this email handler address will be retired and your email replies will not be added to the migrated case.

4. Will all of my closed tickets migrate to the Customer Community?

No. We will be migrating all closed tickets from January 1, 2017 forward. Closed tickets from prior to January 1, 2017 will be internally accessible to Planview for historical reference.

5. How will I access Community after the migration?

If you are an active, named contact in Parature today that is associated to an open ticket or closed tickets since January 1st, 2017, your profile will be migrated to Service Cloud Community during the cut-over and you will receive an email that will prompt you to activate your account via a provided link. You will be able to set your password for Community via the link provided. The URL for the Service Cloud Community will be the same as the existing Customer Care Portal.

6. Which of our Contacts will migrate to Service Cloud Community?

We will migrate over all Contacts associated to an open ticket or a ticket that has been closed since January 1, 2017. Additionally, we will migrate all contacts that have accessed Support.Planview.com in the previous 12 months.

7. Will I still be able to download Release Notes, White Papers or TechNotes from the Service Cloud Community?

Yes. We will migrate most of the downloadable documents; i.e. Release Notes, White Papers, TechNotes, etc. to the Planview Customer Success Center

8. Will there be a Knowledge Base in Community?

Yes. We will migrate current and applicable KB Articles to Community after the initial cut-over.

9. Will I be able to submit cases for all of the Planview Products/Applications in one place?

Yes. You will no longer have to access a different URL to submit a Case for Managed Services, Global Reporting Solutions, Integration Services, etc.

  1. Will I see all of my company's cases in one view?

Yes. All of your cases will be visible in one view.

  1. Will I be able to manage who has access to my Service Cloud community?

Yes. Your default profile in Community will be Admin. You will be able to add contacts and/or enable existing contacts for Community.