Checklist

The following checklist identifies tasks that you need to complete prior to opening a Case with Customer Care:

• Appoint at least two Designated Contacts with the requisite Genesys Engage cloud Service training
• Create a clear and accurate description of the issue
• Document date and time of occurrence(s); frequency of occurrence; working hours and location of impacted User(s)
• Check the built in Help sections within the Genesys applications
• Check the applicable User Guide, the Support Guide and/or these Support Processes
• Check the applicable Service Advisories posted at My Support
• Be able to reproduce the problem (and document the steps you’ve taken)
• Identify the business impact
• Document the actions you have taken in attempting to solve the problem
• If logs are applicable or available, please sanitize all logs that will be submitted to Customer Care