Nuance is pleased to present you with a Special Edition of eTips, highlighting the new Nuance Healthcare Support Platform.

Getting Started:

eTip 1: Customer Resources

eTip 2: Navigating the New Support Platform

eTip 3: Creating a Support Case

eTip 4: Automation and Call Routing Improvements

Additional Resources:

eTip 5: Chatting with a Live Agent

eTip 6: Knowledge Base Articles

eTip 7: Adding New Community Users

Also:

Contacting support   |  Connect with us

Nuance Healthcare Support Platform

We're excited to announce the launch of the new Nuance Healthcare Support Platform.

Our new support platform has an array of enhancements, including:

• Self-service ability to create, view, edit, and receive updates on support cases.
• Various modes of engagement including phone, web, email, and chat.
• Knowledge library of articles about Nuance products, updates, and FAQs.
• Streamlined and intuitive Nuance Healthcare website navigation.

To log into the new platform:

• If you received an email (on Sunday evening EST) with new account information, please follow the instructions to activate your account.
• If you don't have an existing Nuance support account, follow these instructions to register.

Thank you for the opportunity to support you.

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This Month's eTips

eTip 1

New customer resources available for the Nuance Healthcare Support Platform

Important new resources available on the new support platform include:

• Customer Community login access:
  https://nuancecommunity.force.com/NuanceHealthcareSupport/s/login/
  
  
• Customer registration and assistance:
  This dedicated team will assist customers with registration, login, and user community issues:
  
  Email: hc.support@nuance.com
  Phone: 800-833-7776 (Say "Other", then say "Support Platform")
  
  
•  Video: Nuance Healthcare Support Platform Overview
  
  
• Customer Information page:
  http://nuance.com/healthcare/support/customer-information
  
  
• Customer Support page:
  http://nuance.com/healthcare/support
  
  

   

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eTip 2

Navigating the Nuance Healthcare Support Platform

The new support infrastructure provides Nuance Healthcare customers an easier way to log, monitor, and update support requests. The new platform also allows customers to communicate with Nuance support representatives through various methods of engagement, including chat, web, email, and phone.

Once you have logged in, you can navigate the support platform to use self-service help, allowing you to view, edit and receive updates on service requests (known as "cases"); and communicate with Nuance and peers through various methods of engagement.

Below is a brief overview of each of the new support platform areas.

From the global Search area, you can:

Search area
Search	Perform queries in the Search bar. Type full sentences, words, or phrases, with search operators such as " ", OR, AND, NOT, or wildcards * in the Search bar, then click Search.
​Notifications	Read your notifications by clicking the icon to see a list of existing notifications.
User Settings	Access and edit the following user settings by clicking the down arrow: My Profile My Settings My Account Logout or Login

You can access Tina Help:

Need Tina help menu
	Select your product and access Tina Help.

You can use the pull-down navigation selections to:

Navigation
Home	Navigate back to the main Nuance Healthcare Support Platform page.
​Topics	Access the following information:
Groups	Become an active member of a chat group or you can start a group and communicate with your peers.
​Cases	Check the status of all your cases.
Environments	View the environments available to your account.

We've also provided menus for you to:

You can contact on-line support to:

You can read and stay informed about the latest trending topics by products.

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eTip 3

Creating a Support Case in the Nuance Healthcare Support Platform

Once you log into the support portal, you can contact us and create your own case if you need Technical Support to solve an issue.

To contact support and create your own case:

1. From the Contact Support list, select your support product. In this example, Diagnostics Support is selected.

   

   The Contact Diagnostics Support page displays.

   

2. Complete all the required fields as indicated by the *.
   
   
   

   Required Fields
   All fields identified by * are required. Notice that the Contact Name automatically fills in with the log in name and the Support Group is assigned.
   *Type	Select one of:
   ​*Case Urgency	Select one of:
   *Subject	Enter a subject that best describes the case.
   *Product	Select one of:
   *Description	Enter a description that best describes the case.
   Version Information	If known, please enter the product version information.
   On Behalf Of	If you are a Partner submitting this case on behalf of your client, please let us know.

   
   

   In this example, the following fields were filled in:

   

3. Click Confirm.

   The Case is opened and a case owner is assigned. You will see a new Case page display with the Details of the Case Information you entered. For example:

   

   You will be contacted by an assigned Technical Support Case Owner.

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eTip 4

Automation and call routing improvements when calling the Technical Support Call Center

In concert with the launch of our new support platform, Nuance has also made improvements when calling our Healthcare Technical Support Call Center. Our Computer Telephony Integration (CTI) with Salesforce provides for:

• Faster navigation for our customers to technical product assistance or other assistance
• Automated processing of collected customer data for our agents

The automation and call routing improvements did not impact the telephone number used for Nuance Healthcare Technical Support. Customers will still contact Nuance Healthcare Technical Support using the same telephone number used prior to the transition to the new support platform: 800-833-7776.

Call routing improvements have also been made. The welcome greeting will direct customers to either speak the product name for which they are requesting support or say "Other" if calling for reasons other than technical support. Below is the updated call routing script:

"Please listen as our message has changed as follows...
Thank you for calling Nuance Healthcare Technical Support.
What product are you calling about?"

Say the product you are calling about from the following selections:

• Dragon Medical
• PowerShare
• Diagnostic Solutions
• Coding or CDI Solutions
• eScription LH
• Enterprise Speech Systems
• Depot Repair

"If you are not sure, say 'Products' and a list will become available for you to select from. If you are calling for some other reason other than technical support, please say 'Other'. You can select from any of the following:"

• Accounts Receivable
• Company Directory
• Maintenance Contracts
• Sales
• Training
• Order Status
• Support Platform Registration and Assistance




Note: Support Platform Registration and Assistance is a new, dedicated team that assists customers with registration, login, and user community issues.

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eTip 5

Chatting with a live agent on the Nuance Healthcare Support Platform

Customers can communicate via online chat with Technical Support and receive assistance from a live agent.

To chat with a live agent:

1. From the support portal, click .
   
   The Product Family selection page displays.
   

   

2. From the Product Family list, select your product, and then click Chat With Agent. In this example, Diagnostics Solutions is selected.
   
   

   Note: If a live agent is unavailable, you can try to connect to an agent at a later time, or you can create a case or call our Nuance Technical Support toll free number.

   The "Connecting to Agent" dialog displays.

   

   The "live agent" dialog displays.

   

3. Write a message, and then click Send to communicate back and forth with the live agent.

   

4. If you want a Transcript of the live chat session, click Save Chat.

   A text file of the Transcript is saved.

   

5. Click the transcript file open, and you can then save it to your local workstation.

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eTip 6

Knowledge Base Articles within Nuance Healthcare Support Platform

From the customer home page on the support portal, Community users can search for Knowledge Base articles by following the steps below:

1. Use the global Search bar at the top of the home page.

   

2. Type a character string to search on for the content you wish to find.
   
   

   Note: The following search operators can be used: Wildcards * (asterisk) Quotes " " AND, OR, NOT

   
   

   Note: Oracle iSupport Solutions have also been migrated to the new support portal and the original iSupport solution numbers reside in these articles under the Legacy KB Key field. Customers can utilize iSupport solution numbers for their searches.

   
   

   For example, searching for the original iSupport solution number "14274" will include the article "DMNE Client Software Downloads" in the search results.

   

3. Click the blue-colored, article link to open the article.
4. The search results can be filtered further by clicking any of the four (4) additional categories to the left.

   

5. Each Category can be refined further by sorting.

   For example, the Discussion category can be sorted by Top Questions, Latest Posts, or Most Recent Activity. The Articles category is typically sorted by Relevance.

   Note: Article ranking within the Search Results can be influenced by the following factors: Keyword matching and frequency Matching search terms within the article title Articles most-viewed Articles frequently attached to cases

   
   
6. A search preview window listing top results is opened and dynamically updated as customers type search strings in the Search Bar.

   

7. Customers can also click the Ask the Community link (shown above) at the bottom of the Search preview window to post a question directly to a product-based, discussion forum.

   

8. Enter your product from the drop-down menu, type your question and click Ask.

   

   You can access these forums from your Trending Topics area in the lower-right corner of your home page.

   

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eTip 7

Adding new Community Users to the Nuance Healthcare Support Platform

Customers can submit requests to add new Community Users to the new support platform.

To add new members:

1. Click or copy the following link into your browser address bar:
   https://nuancecommunity.force.com/NuanceHealthcareSupport/s/login/

   The Nuance Healthcare Support Log in page is displayed:

   

2. Click Not a member?.

   The Sign Up page is displayed:

   

3. On the Sign Up page, enter your first name, last name, email address, and then create and confirm a password.
   
   

   Note: Passwords must be a minimum of 8 characters.

4. Click Sign Up.

   The Welcome to Nuance Healthcare Support Home page is displayed:

   

   Note: Until you receive your acceptance email from Nuance, your access to the Nuance Healthcare Support Platform will be limited by excluding the Contact Support and Need Tina Help features.

5. Once you receive your acceptance email from Nuance, follow the instructions to log back in. You will now have access to all the features provided through your login permissions.

   

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