We’re excited to announce that brand new customer care resources are now available. These upgrades deliver faster, more reliable customer care directly inside of the CiiRUS application. This article will cover the basics on how to access support and all of the new tools you can take advantage of within the system.
Ways you can access support
To access support for any technical issues or questions you have about CiiRUS, you can visit help.ciirus.com or click the '?' icon on the bottom right of your CiiRUS window:
Accessing support within CiiRUS
Within your CiiRUS window, you now have direct access to live support and help articles without needing to leave the page. Get started by clicking the small circular '?' button on the bottom right side of your screen:
Clicking the '?' button will bring up the new support hub within your CiiRUS application.
Upon opening the hub, you'll see quick links to tools. These include a shortcut to your most recent support messages, access to our support chat (including our new AI "Cii-bot" tool), and the ability to search for help to your question through our system articles.
Along the bottom of the hub, you will see the 'Home,' 'Help,' and 'Messages' tabs:
Tools within the CiiRUS support hub
Chat with us
The 'chat with us' tool is a new, incredibly useful feature you can now access within the support hub. Clicking on the 'Chat with us' button will take you to a chat window where our AI "Cii-bot" tool will help you, or for further assistance you can talk directly with a member of our support team.
This new mode of support will dramatically improve the speed at which we can assist you. With quicker responses, direct communication, and access to our whole directory of help articles, your system issues and questions will be solved quicker than ever.
To get started, click the 'I need assistance with a CiiRUS Application' button on the bottom of the hub:
This will prompt you to describe what you need help with. From there, Cii-bot will use advanced artificial intelligence tools to search through our help articles and find exactly how to assist you:
If its answer satisfies your issue, you can close out of the window. However, if you still need help, select the 'Get more help' button above the chat box.
This will allow you to select from a variety of common topics that you might need assistance with:
Select the topic that most closely aligns with what you need, and you'll then be connected with a live member of our support team to continue assisting you with your issue.
If for any reason your issue is not able to be resolved on this chat or our team needs more time to troubleshoot, they will then open a ticket to further assist you.
All chats will be saved and can be accessed later under the 'Messages' tab of the support hub:
Search for help
Within the 'Search for help' menu of the support hub, you can browse help articles directly in the system. This great new feature allows you to easily follow the steps on your screen as you continue your work and daily tasks.
Selecting the 'Search for help' button will take you directly to the 'Help' tab of the support hub:
Within this tab, you can use the search feature at the top to find the article you're looking for. You can also browse through our help desk collections, which are categorized by the different functions and menus of our system to help you narrow down the article you need.
Conclusion
We're sure you are going to find these new support features as exciting and useful as we do! For a recap and overview of how to use all these new tools, please see the video made by Charlotte located at the top of this article.