What has changed

Beginning Monday, September 12, 2016, our Ex Libris Support Portal will handle support cases for the following ProQuest products:

Support cases for all other ProQuest products will remain on the ProQuest Support Center.

 
 

How does this change affect me?

If you have 360 Services, Summon, Intota, KnowledgeWorks, AquaBrowser and Ulrich’s products, you’ll now find Support and Knowledge services via our Ex Libris Support Portal and systems.

This is a systems change only. There is no change in the teams providing Support to you for these products. Support cases, including all open or pending case tickets, and all resolved cases opened on or after January 1, 2015, for the products and services involved, as well as all documentation and Knowledge articles, will be migrated from the current ProQuest Support Center and integrated into Ex Libris support systems.

If you are affected by these changes, you should have received an email notifying you about the integration. If you did not receive an email or are experiencing issues, contact Ex Libris support.

 
 

Which services and systems have migrated to Ex Libris?

Support services and Knowledge articles for 360 Services, Summon, Intota, KnowledgeWorks and Ulrich’s have been migrated to the Ex Libris Support Portal and systems:

Support and implementation services for AquaBrowser have been migrated and will be available through the Ex Libris Support Portal and systems.

 
 

What has not been migrated / remains on the ProQuest Support Center?

Support and Knowledge services remain on the ProQuest Support Center for:

The Client Center has not been migrated or altered.

 
 

Which cases for 360 Services, Summon, Intota, KnowledgeWorks, AquaBrowser and Ulrich’s were migrated?

All resolved cases opened prior to January 1, 2015 will be migrated gradually, but will be available if needed upon request.

All resolved cases opened prior to January 1, 2015 will be migrated gradually, but will be available if needed upon request.

 
 

If I am a customer of one of the migrated products, where can I find my cases and Knowledge articles now?

For case/ticket management and opening new cases:

For all documentation, training sessions and Knowledge articles, you can access the Ex Libris Customer Knowledge Center

The Ex Libris Customer Knowledge Center is fully searchable on Google; however, please keep in mind that Google may index the articles some days after the September 12 go-live date.

If you log into the ProQuest Support Center, links for affected products will redirect to the Ex Libris Support Portal.

How do I log into the Ex Libris Support Portal?

Beginning Monday September 12, 2016, the Ex Libris Support Portal will be ready for you to access migrated cases and Knowledge articles.

If this is your first time using the Ex Libris Support Portal:

If you have already set your password:

If you are an existing Ex Libris customer:

If you believe you are missing any cases, contact us at information.systems@exlibrisgroup.com.

If you are already logged into a portal (Ex Libris or ProQuest), you can navigate between both portals via a link/button.

 
 

I don’t see all my cases in the Ex Libris Support Portal. Where did they go?

Beginning Monday September 12, 2016, your support cases for 360 Services, Summon, Intota, KnowledgeWorks, Ulrich's, and AquaBrowser from January 1, 2015 forward will be available in the Ex Libris Support Portal.

Cases older than January 1, 2015 will be available upon request.

If your support case pertains to the ProQuest academic platform (search.proquest.com), Ebooks, Dialog, RefWorks, Bowker, or Pivot it will remain available via the ProQuest SupportCenter.)

 
 

I am a customer of one or more of the products moving to the Ex Libris Support Portal. How do I submit cases, questions and technical issues or subscribe to listservs now?

You should expect communication and notifications from the Ex Libris support teams. If you have not received any email notifications from Ex Libris yet, please forward a message to support@exlibrisgroup.com and we will add you to our lists.

The Ex Libris Support Portal will be sending out updates and notifications of case status changes and added comments from the Support Analyst from the email domain: supportportal@exlibrisgroup.com

 
 

What is happening with the Support 800 number?

No changes have been made. You can continue to receive a response by calling 800 889 3358.

 
 

Can I respond to email notifications from the Ex Libris Support Portal?

Yes. The email you will be receiving notifications from will be supportportal@exlibrisgroup.com.

Please add this address to your approved addresses list, so that notifications are not categorized as spam.

We highly recommend avoiding the use of the Copy (Cc’) functionality. In the Ex Libris Support Portal there is a section titled “Additional Emails,” where you can add up to 5 email addresses of colleagues chosen to receive case notifications. You will continue to receive these notifications as the case submitter.

Discontinue use of the clients@proquest.com email domain, as it will no longer be available as of September 12, 2016.

If you have an existing email you would like to respond to, copy the ProQuest Case Number and search for it directly in the Ex Libris Support Portal. Here you can continue all discussions with the Support analyst.

 
 

Can I still send cases to the Ex Libris Support Portal via my email?

The short answer is yes – but please read a little further for a more comprehensive answer.

We highly encourage you to enter, open and manage your cases the Ex Libris Support Portal directly– doing so provides faster and more efficient service.

Submitting a case directly to Ex Libris Support Portal will allow you to select the relevant “asset” (product), as well as determine the case’s priority: low, normal, high or system/component down.

The clients@proquest.com domain will no longer be available as of September 12, 2016 – Please discontinue using this email address to submit cases.

The available email addresses are:

Region: NA
Email Address: NASupportPortal@exlibrisgroup.com

Region: EMEA/LATAM
Email Address: EMEASupportPortal@exlibrisgroup.com

Region: APAC
Email Address: APACSupportPortal@exlibrisgroup.com

Region: China
Email Address: ChinaSupportPortal@exlibrisgroup.com

When responding to a system-generated email notification, the address is: supportportal@exlibrisgroup.com.

For general support questions only (not intended for case submissions) the general email is support@exlibrisgroup.com.

 
 

Why is clients@proquest.com email address not working?

Starting Monday, September 12, 2016, as part of the migration to the Ex Libris Support Portal, clients@proquest.com will no longer be valid. Email notifications (from cases) will come from supportportal@exlibris.com. Responses to this email address will result in updating cases with your feedback as a case comment.

 
 

I’m seeing articles in the Ex Libris Support Portal with display issues such as inadequate line spacing and bulleted lists that are difficult to read. When will these issues be cleaned up?

Some CSS elements could not be applied in time for the worldwide migration on Monday, Sept. 12, 2016 – however, we expect all fixes to be applied in time for Tuesday morning, Sept. 13. We apologize for this delay.

 
 

I have a number of articles bookmarked, how can I easily update the URLs to the new URLs in the Ex Libris portal?

This spreadsheet contains a list of old article URLs and their new corresponding URLs, so you can copy a bookmarked URL, find it in the spreadsheet and then update your bookmark with the new one.

 
 

Will the User Guide articles still be available as good resources providing a “table of contents” for a product’s most important articles?

Yes, the user guides are available. In the Ex Libris Knowledge Center, when you select Product Documentation, an overview of that product’s documentation will be available as well.

 
 

I’ve relied on my own list of article numbers so I can easily find the articles. Will those article numbers continue to work in the Ex Libris Knowledge Center?

Yes, searching the Knowledge Center for an old ProQuest Support Center article number will work. At the bottom of every article in the new Ex Libris support center you will see the old article number listed.

 
 

Why is the KnowledgeWorks knowledgebase labeled “360 KB”?

In order to align with the naming of other Ex Libris knowledgebase products (e.g. SFX KB), the KnowledgeWorks knowledgebase is being re-branded with the product focused name “360 KB.”

 
 

How can I follow an article like I used to in the ProQuest Support Center?

Currently the Ex Libris support site does not provide the ability to follow an article; however, we hope to provide this functionality at a later date.

For the articles most heavily followed in the old support center, we can continue sending email notifications when updates are made.

We will also be sending out periodic emails with important updates made to other major articles.

 
 

Can I use the Ex Libris Knowledge Center for other ProQuest products like Academic platform (search.proquest.com), Ebook Central and Dialog?

No – the Ex Libris Knowledge Center for 360 Services, Summon, Intota, Knowledgebase and Ulrich’s will contain documentation only for those products.

Use the ProQuest Support Center for other product documentation.

 
 

How do I provide feedback about the documentation in the Ex Libris Knowledge Center?

Each page of the Ex Libris support site contains a Feedback button. Include your email address if you want us to follow up with you regarding your feedback.