IBM Personal Systems Group External Web Site

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Service Publications

Document ID: MLAH-3XKLWJ

This document is provided to IBM and our Business Partners to help sell and/or service IBM products. It is not to be distributed beyond that audience or used for any other purpose.

IBM Personal Systems Group External Web Site

Applicable to: World-Wide

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Description

WWW URL(s)

TThis publication (IBM Personal Systems Group External Web Site) is now downloadable from the URL above. The file is in Adobe .PDF format, to view these files you will need a copy of Adobe Acrobat Reader, or have the Acroread plugin for your Web Browser

All PSG support personnel should familiarize themselves with the IBM Personal Systems Group External Web Site. Make it a habit of recommending the site to our customers. http://www.pc.ibm.com/support We encourage you to provide feedback on how the web site could be improved and to pass along any information that you think would benefit our customers. Send feedback to ctsinput/Raleigh/IBM@IBMUS. It is our number one priority to make the IBM Personal Systems Support Web Site the best in the industry.

Profiling:
Encourage customers to Profile!

What is Profiling?
Profiling is a process where we ask our customers for information so that that we can customize the appearance of our support site based on the system(s) that the customer owns and the options that the customer selects. The ability to "Profile" on our site is a big part of what makes our site stand apart from our competitors. Once a customer is profiled, a personal home page is created for the customer and all the information pertinent to their system(s) will be at their fingertips.

Benefits:

When the customer returns to our support web site they will be routed automatically to their personal web page, eliminating the need to navigate down to the their particular machine type / model. The customer will also be greeted by name, personalizing their support experience.
The customer will receive a User ID to access our Discussion Forums, where they can get their questions answered by IBM support technicians or trade technical information with other IBM customers. Discussion forums are only available from the customer's personalized page. Please note that there is a short delay between when a customer Profiles and when they are given access to the Forums. This delay is required so that their machine type/ model / serial number information can be validated. The customer will receive an Email when Forum access has been granted.
Access to the Knowledge Base - Currently, this is only available to ThinkPad and Aptiva customers, with the other Brands coming soon. A link to the Knowledge Base will be on the customer's personalized page. Encouraging customers to use the Knowledge Base prior to calling the HelpCenter will make your job easier, because most of the basic trouble shooting procedures will have already been performed by the customer.
Proactive Email - During the profiling process the customer can register to receive Email when important Hints or downloadable files are released related to the system(s) they own. This prevents the customer from having to visit the site to check for updates. The Email will be a summary of the document and will contain a link to the downloadable file or document on our web site.

We recommend that HelpCenter personnel take the time to Profile so that you will be familiar with the process. Again, we welcome any feedback that you might have.

Pointing customers to specific documents or files on the Site:
If you would like to direct a customer to a specific document on the support site there are a number of solutions.

Give the customer the document number! The document number is the same whether the Tip, downloadable file, or Publication is on TechTips the Business Partner Site or the external site. To make things easier, within the next 10 days the URLs for the documents will be based on the Document number and the URLs will be static. Until then, have the customer perform a search on the site for the document number.

Example location of Document ID:

Tip: If you know the document number you can go directly to that document by typing in the following URL:
http://www.pc.ibm.com/support/?page=document number

Email the document to the customer.

Note: Due to the numerous Email programs in use today, it is highly recommended that you Email the URL of a document or file verses the file itself. You can send Email directly from your web browser if you have it configured properly. It is recommended when you send Email documents or URLs to documents to customers that you set the return Email address in your browser to an ID that does not respond to Email. This will prevent you from having to support the customer via Email for all the customer's future questions and problem reports.

Again, please take the time to familiarize yourself with the web site. There are many improvements to the site on the way, and we need everyone's help to promote the site to our customers.

Publication Type:

Additional Information:

Search Keywords

Document Category

HelpCenter Support

Date Created

21-08-98

Last Updated

25-08-98

Revision Date

21-08-99

Brand

Cross Brand

Product Family

Various

Machine Type

Various

Model

TypeModel

Retain Tip (if applicable)

Reverse Doclinks
and Admin Purposes

	Search Keywords
	Document Category	HelpCenter Support
	Date Created	21-08-98
	Last Updated	25-08-98
	Revision Date	21-08-99
	Brand	Cross Brand
	Product Family	Various
	Machine Type	Various
	Model
	TypeModel
	Retain Tip (if applicable)
	Reverse Doclinks and Admin Purposes