Working with Planview FAQ
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General Questions
Who do I talk to at Planview about a particular issue?Depending on your issue, you may have several paths. Your Customer Success Manager is a great place to start if you are unsure. Here are some common scenarios:
| Problem | Who to talk to |
|---|---|
| If you don't know who to talk to, talk to your Customer Success Manager or Account Executive if you don't have a Customer Success Manager | Your Customer Success Manager is your primary relationship with Planview. They will help you navigate any other channels within Planview, and serve as your advocate. If your company does not have a Customer Success Manager at Planview, then contact your Account Executive to help you or direct you to the proper area within Planview. |
| If you would like to purchase additional software | Contact your Account Executive. Your Customer Success Manager can also help connect you with your Account Executive. |
| If you would like to purchase additional Professional Services | Contract your Cusotmmer Success Manager. They will connect you with a with your Managing Consultant who worked with you during your last professional services engagement. |
| If you have an enhancement request or a problem with our software | Contact our Customer Care team through the Customer Care portal (account required). |
| If you have a billing problem | Contact your Customer Success Manager so they can help connect you with our accounting staff. |
If you do not know anyone at Planview, you can contact us through a contact form on our website and we will have someone reach out to you.
| Role | Description |
|---|---|
| Customer Success Manager (CSM) | The CSM is your primary point of contact with Planview, and their objective is to ensure you are maximizing the business value you receive from your investment in Planview. They will also facilitate connects and meeting with other areas within Planview as appropriate, such as sales, services, marketing, accounting, etc. |
| Account Executive (AE) | Responsible for your business relationship with Planview. The AE will assist with any sales related requests, including new licenses and new products. |
| Managing Consultant (MC) | The MC works in our professional services team to assist with best practices, configurations, customizations, or other project specific needs. Typically an MC works with you within the scope of a statement of work (SOW). |
| Customer Care Consultant | The Customer Care Consultants assist you with tickets relating to problems you have working with Planview software. |
| Sales Engineer (SE) | The SE's assist the AE's by demonstrating Planview software and doing proof of concepts for our customers. |
The Customer Success Center is for all users of Planview software, and includes product help, how to content, FAQs, best practices, e-learning, and analytics. This information is targeted towards end users and administrators. The Customer Care portal is for administrators of Planview and Troux and enables those users to submit tickets and requests to Planview, as well as look up some technical information about managing your Planview products. It requires an account to be set up in advance. The Troux Discussion Forum is currently only for Troux users to share their knowledge with other Troux users. It is also used for notifications of important information, such as new product releases, from Planview about the Troux product. It requires you to register before use. Planview Enterprise discussion forums are hosted on LinkedIn.
Product Questions
These questions apply to Planview's portfolio solution products, Planview Enterprise and Troux. For information about Projectplace look here
Where do I download the latest versions of Planview Enterprise and Troux?Request the latest software using our Customer Care portal (account required)
For Planview Enterprise you can see the version number in the footer on the sign-in and sign-out screens. If you click the version number in the footer, it takes you to another screen with more detailed version information. Planview Enterprise 12 users can learn more about version numbers from the "Understanding Planview Enterprise Version Numbers" page. The version number can be found on the "About" page of the Planview Enterprise instance instead of the log on/out pages.
For Troux Navigate, click About in the Troux menu. For Troux Insight, click About Troux Insight from the Troux Insight menu
Talk to your Customer Success Manager or contact Customer Care using the Customer Care portal (account required)
Troux Navigate visualizations operates fully under PPAPI (Pepper) and do not require NPAPI. If a customer chooses not to allow Flash, they can still run Troux but not the visualizations that require Flash.
Currently not. We continue to evaluate the costs and benefits of FedRAMP