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Adobe Announcement | New Adobe Customer Support Experience for Adobe Experience Manager and Campaign to launch on May 11th



We are excited to announce that the new Adobe Customer Support Experience for Adobe Experience Manager and Adobe Campaign will launch on May 11th, 2020!

As previously shared, we are working to improve how you interact with Adobe Customer Support, starting with Adobe Experience Manager and Campaign products. Our vision is to streamline the support experience by moving to a single entry point, using the Adobe Admin Console. Once live, your organization will be able to easily access Adobe Customer Support; have greater visibility into your service history via a common system across products; and request help via phone, web and chat through this single portal.

More information

  • You will become part of the new experience on April 27th or May 11th
  • Customers will receive 2 emails from Adobe with additional instructions (10 days prior to and on the day of Go-Live) to alert you on which day you will be able to begin submitting tickets
  • After May 11th the legacy Adobe Experience Manager and Campaign customer case management systems will be decommissioned and customers will be redirected to this page for additional guidance
  • Customer cases that were open at time of Go-Live will be migrated to the new system to facilitate closure

Customer Actions Requested

  1. Review the Admin Console enablement content Get Started and User Guide
  2. Sign in to the Admin Console and validate that you have access
  3. If you are a System Administrator, please review and validate the support users within your organization for accuracy (these guide pages will help: Managing Users and Managing your Teams accounts )

Need Help?

After Go-Live, if you encounter issues and are unable to login to the new tool, you have the following options:
Option 1: Submit a Ticket
Contact us by logging a ticket from Experience League and include:
  • Contact details: Name, email address, phone
  • Company Name
  • Adobe Product Owned
  • Issue Priority
  • Brief description of the issue
Option 2: Prior to May 11th
Prior to May 11th you may still use the legacy Campaign Extranet or Experience Manager Daycare case management systems. After May 11th you will be redirected to the Admin Console as these systems will be decommissioned at that time.
Option 3: Attend Customer Office Hours

Attend a customer office hours on the New Customer Support Experience, (various dates in April and May)

For questions regarding this message, please contact us by logging a ticket from Experience League . Scroll down the page to open a ticket to get help from support. 
Kind regards and thank you for your assistance.
To access this communication in other languages, click here.

Kautuk Sahni
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