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- Resolving common site navigation issues or log-in problems.
- Helping a user complete, change, or cancel an online transaction by impersonating the user in the Partner Dashboard. See Impersonating a User for details.
- Helping a user update his or her profile by editing the profile in the Partner Dashboard. See Editing a User Profile and Setting Delegates for details.
- Setting up a delegate for a user who can book travel. See Editing a User Profile and Setting Delegates for details.
- Adding a user. See Adding a User Profile for details.
- Activating or deactivating a user. See Single User Activation and Single User Deactivation for details.
- Resetting a user's password. See Single User Activation for details.
- Providing instructions for using features: Refer users to the Help link in the profile dropdown menu at the top of the Home page.
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- User can't access the site.
- Ask about any messages that may be appearing.
- Ask if the user forgot the password. You can reset the password for the user by sending an activation email. See Single User Activation for details on sending a password reset.
- Check whether the user has an account, whether the user name is the same as the name in the user's request, and whether it is active. See Editing a User Profile and Setting Delegates for details on searching for a user and checking its activation checkbox.
- Ask if the user logged in before, used the activation email to log in, or used the activation email twice. See Single User Activation and Single User Deactivation for details on activating or deactivating a user and sending a password reset.
- Site pages are not loading properly, or the user sees a browser error message.
- Ask user to clear his or her browser cache, delete cookies, and launch a new browser session.
- Verify the user has cookies enabled in his or her browser.
- Impersonate the user to reproduce the issue if possible. See Impersonating a User for details.
- Verify the browser type and version. See Minimum Site Requirements (Please see TMC Partner Dashboard Training section for updated information) for requirements.
- Verify there have been no changes to the user’s network or firewall settings. If changes were made, the user will need to contact their network administrator for further assistance.
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The site administrator can contact Deem Support to enter a support case. See /wiki/spaces/EN/pages/14712856 Entering a Support Case for details.
Expense Support
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- Helping a user create and submit an expense report or upload a receipt by impersonating the user in the Partner Dashboard. See Impersonating a User for details.
- Answering questions about expense policies. For details about expense policies, see "Setting Up Expense and Receipt Policies" in the Admin Access help.
- Helping a user update his or her profile by editing the profile in the Partner Dashboard. See Editing a User Profile and Setting Delegates for details.
- Setting up an approver for a user. See Editing a User Profile and Setting Delegates for details.
- Adding a new user, and designating a user as an approver. See Adding a User Profile for details.
- Activating or deactivating a user. See Single User Activation and Single User Deactivation for details.
- Resetting a user's password. See Single User Activation for details.
- Providing instructions for using features such as the Digital Wallet: Refer users to the Help link in the profile dropdown menu at the top of the Home page, and tell them to click Expense for complete instructions.
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- User can't access the site.
- Ask about any messages that may be appearing.
- Ask if the user forgot the password. You can reset the password for the user by sending an activation email. See Single User Activation for details on sending a password reset.
- Check whether the user has an account, whether the user name is the same as the name in the user's request, and whether it is active. See Editing a User Profile and Setting Delegates for details on searching for a user and checking its activation checkbox.
- Ask if the user logged in before, used the activation email to log in, or used the activation email twice. See Single User Activation and Single User Deactivation for details on activating or deactivating a user and sending a password reset.
- Site pages are not loading properly, or the user sees a browser error message.
- Ask user to clear his or her browser cache, delete cookies, and launch a new browser session.
- Verify the user has cookies enabled in his or her browser.
- Impersonate the user to reproduce the issue if possible. See Impersonating a User for details.
- Verify the browser type and version. See Minimum Site Requirements (Please see TMC Partner Dashboard Training section for updated information) for requirements.
- Verify there have been no changes to the user’s network or firewall settings. If changes were made, the user will need to contact their network administrator for further assistance.
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The site administrator can contact Deem Support to enter a support case. See /wiki/spaces/EN/pages/14712856Entering a Support Case for details.