SDL is launching a new support system! From self-service searches to easier case logging, the new SDL Customer Gateway system offers an improved customer experience.

We are delighted to introduce our new and improved Customer Support system, powered by ServiceCloud from Salesforce.com, called SDL Customer Gateway system.  This new system offers many benefits, including:

• Simplified case logging with an easy “Log a Case” button
• Enriched Self-Help with an article suggestion capability when you log a case
• Enhanced My Support page providing case visibility view - open and closed cases, search for case information

The new system will be rolled out to our customers in phases based on location.  Please see schedule below for your specific date to start using the new SDL Customer Gateway:

Europe and Middle East (EMEA) region: Monday, April 4th

North America / South America (NASA) region:  Monday April 18th

Asia Pacific (APAC) region: Tuesday May 3rd

Get Ready, Get Set ….

We want you to move seamlessly to the new system and therefore we are including a link to the SDL Customer Gateway Community where you will find a FAQs document and a series of tutorials as well as User Guides introducing and describing the portal’s key functionality.  Please consider joining the SDL Customer Gateway Community to learn more about the system, ask questions and share ideas for additional functionality.

If you don’t have a support contract ….

Don’t worry you can still log a free case for license or install issues via the Gateway. Please review the ‘How to log a case’ tutorial. This tutorial describes how to log a case and explains the log a case form/screen. Here you will have an additional field in the free case form which is to indicate if the case type is a license case or the case type is an install case.

From self-service searches to easier case logging, the new SDL Customer Gateway Support system offers an improved customer experience.  We’re excited about the new system and have plans to extend the functionality and user experience in future phases.   

Kind regards

Your SDL Team