OPERATIONAL DEFECT DATABASE
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This article describes the top 10 things you need to know about Customer Connect
Here are the top 10 things you should know about Customer Connect: 1. Reasons to use Customer Connect! These are some of the things you can do with Customer Connect View and manage product license keys by account (instead of an email domain structure). For more information, see How to view license keys in Customer Connect (2006831).Get help and file Support Requests. For more information, see How to file a Support Request in Customer Connect (2006985).View all of an account's open and closed Support Requests, edit Support Requests, and request to reopen Support Requests that were closed in the past 21 days. For more information, see How to view and update Support Requests in Customer Connect (2007048).Download products. For more information, see Accessing VMware downloads (2006993).View and manage evaluations. For more information, see How to view My Evaluations in Customer Connect (2007046).See tasks performed by users within your account, view account activities, and view order history. For more information, see Viewing account activities and order history in Customer Connect (2006979).View support contract history. For more information, see Viewing Support Contract history in Customer Connect (2006981).Create folders to better organize your license keys. For more information, see How to manage folders in Customer Connect (2011222).Manage user permissions and access for license key management and support. For more information, see Understanding user permissions in Customer Connect (2006977).Proactively request a renewal quote for support contracts. For more information, see How to request a support contract renewal quote in Customer Connect (2006982) 2. Your data is demystified! What to do if something doesn't look right. Customer Connect provides a comprehensive view of your organization's products and support. However, because of this, your data will likely look different than it did before Customer Connect. If you think you are missing license keys, check all of the accounts with which you are associated to see if the license keys are located in another account. If you have any questions about license keys, contact the Super User of the account for clarification. If you still have questions, you can file a Product Licensing or Account Support Request. For more information, see How to file a Support Request in Customer Connect (2006985). All users that previously had access to licenses and contracts are converted to Customer Connect and associated to the account that now owns the licenses. If you have questions about the users listed in the account, contact the Super User of the account for clarification. For information on locating your Super User, see How to change the Super User and Procurement Contact in Customer Connect (2011011). For related information, see: How to view license keys in Customer Connect (2006831)How to invite new users to an account in Customer Connect (2070555)How to remove a user in Customer Connect (2070557)Missing licenses in your Customer Connect account (2014346) 3. Forgot your password? It's now easy to reset on your own! You can access Customer Connect with your current vmware.com username and password. If you have your password saved for this site, you are prompted to re-enter your login information. If you have forgotten your password, click Forgot your password? on the Customer Connect login page. You will be emailed a new password. Check your junk folder to make sure you receive the system-generated password. For more information, see How to reset a forgotten Customer Connect password (2013963). You can also change the password and email address associated with your profile. For related information, see How to view your Customer Connect profile (2086265) and How to update your Customer Connect profile (2086266). 4. You can do it on your own, but VMware is always here to help. Customer Connect includes many self-service features. However, if you need any assistance, you can file a Support Request. For more information, see How to file a Support Request in Customer Connect (2006985). 5. When and why should I use my account number? Your account number is a unique identifier associated with each account. You can view your account number and change the default account (if you are associated with multiple accounts) on the Account Summary page. Many actions within Customer Connect are associated with that specific account number, so use your account number when placing orders with Customer Connect to ensure that the product is being placed in the correct account. If you are unsure of which account number to use, your authorized VMware partner can help. Note: Your account number is different than your customer number. For more information about your customer number, see How to find your Customer Numbers in Customer Connect (2013927). For related information, see: How to find accounts and account information in Customer Connect (2011009)Account Summary in Customer Connect (2006983) 6. The roles make your life easier In Customer Connect, the Primary License Administrator and Secondary License Administrator roles have been replaced by the Super User and Procurement Contact. These users perform account related tasks and provide flexibility by enabling customization of permissions at a more granular level. 1st level folder users can be assigned a new role of Administrator. Assigning this role identifies the user as the folder contact point for VMware and gives the user almost all of the permissions that a Super User or Procurement Contact has. For more information, see How to change the Super User and Procurement Contact in Customer Connect (2011011)Administrator role in Customer Connect (2035526)How to assign Roles and Responsibilities in Customer Connect (2016898) 7. Customer Connect is flexible! Customer Connect allows for flexibility through permissions. Permissions refer to activities that you can perform if authorized. For related information, see: Understanding user permissions in Customer Connect (2006977)How to view user permissions in Customer Connect (2070468)How to edit user permissions in Customert Connect (2070479)How to copy user permissions in Customer Connect (2070481) 8. How are accounts and folders named? Account names in Customer Connect are derived from the organization’s name that was used in the initial Purchase Order for the products associated to that account. Each Purchase Order is associated with a folder. Folder names in Customer Connect are the number of the Purchase Order for the products located in a particular folder. For example in Customer Connect: Account XYZ Co contains products and support purchased in Purchase Orders #1 and #2. Products in Purchase Order #1 are placed in a folder named Order_1. Products in Purchase Order #2 are placed in a folder named Order_2. Both folders are placed in Account XYZ Co.Account XYZ Company Europe contains products and support purchased in Purchase Order #3. Products in Purchase Order #3 are placed in a folder named Order_3 and are placed in Account XYZ Company Europe. For related information, see: How to find accounts and account information in Customer Connect (2011009)How to manage folders in Customer Connect (2011222) 9. What's not managed through Customer Connect? Service entitlements refer to the education and professional services that an account can access. Currently, service entitlements, including education and Professional Services credits orders, VATC orders, Certifications, and transcripts are not managed through Customer Connect. 10. If I'm a partner, how can I use Customer Connect? If you are a partner, there are two ways you can use Customer Connect: As a customer, you can manage your own products and license keys through Customer Connect.As a partner, your customers can grant you access and permissions so that you can continue to manage their accounts on their behalf.
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