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Genesys Care (Support)

On-Premises Guides & Processes

Documentation for Customers and Partners with On-Premises licenses. Locate resources, tools and information that will aid in resolving your issues. These documents provide the key processes and policies leveraged during your Customer Care interactions.

Cloud Guides & Processes

Documentation for Customers with Cloud subscriptions or our Cloud Resellers. Locate resources, tools and information that will aid in resolving your issues. These documents provide the key processes and policies leveraged during your Customer Care interactions.

Apps & Tools

Access this tab for all current Apps & Tools User Guides and Release Notes.

Genesys Care Support Processes for On-Premise Customers

This online document provides information for On-Premise customers on how to work with Genesys Customer Care for Case Management, using the Knowledge Base, and guidance on other My Support features (Community, Tech Tutorials, Software Downloads, etc.).

Support Guide for On-Premises Licenses (login required)

This downloadable guide provides information for On-Premise customers on Response, Restoration and Resolution targets and Responsibilities.

Custom Application Support Guide (login required)

This downloadable guide provides guidelines for working with Customer Care for custom applications / solutions and PS assets.

Genesys Care Support Processes for Cloud Subscriptions

This online document provides information for Cloud customers on how to work with Genesys Customer Care for Case Management, using the Knowledge Base, and guidance on other My Support features.

Genesys Care Support Guide for Cloud Subscriptions (login required)

This downloadable guide provides information for Cloud customers on Response, Restoration and Resolution targets and Responsibilities.

Genesys Care Support Processes for Cloud Resellers

This online document provides information for Cloud Resellers on how to work with Genesys Customer Care for Case Management, using the Knowledge Base, and guidance on other My Support features.

Genesys Care Support Guide for Cloud Resellers (login required)

This downloadable guide provides information for Cloud Resellers on Response, Restoration and Resolution targets and Responsibilities.

Genesys Care Workbench User's Guide

Learn how to install, configure, and use the features of Genesys Care Workbench.

Genesys Care Remote Alarm Monitoring - Advanced Delivery Guide

Use this guide to install and configure the Genesys Care Remote Alarm Monitoring - Advanced Delivery tool.

Log File Management Tool Deployment and User's Guide

Use this guide to install and configure the Log File Management Tool.

Genesys Care Mobile App Guide

Use this guide to install and configure the Genesys Care Mobile App, available for IOS and Android.

Log File Masking Utility User’s Guide

Use this guide to install and use the Log File Masking Utility tool.

This page was last modified on July 17, 2017, at 07:11.