How to successfully login & navigate through the customer service portal

Service Portal Manual 

Table of contents

• 1. Registering and Logging onto the Service Portal
• 2. Navigating on the Barco Service Portal
• 3. A closer look at what you can find via the navigation bar
  • ​​Cases
  • Work orders
  • Projects
  • Service Contracts
  • Create a Case
    • Inquiry
    • Service Request
    • Spare Part Sales
• 4. How to create an account during the case creation process
• 5. Useful Links

1. Registering and logging onto the Service Portal

To log into the service portal, you will need to go to the external Barco website and from there to the myBarco partner zone page or click here  

• Click the link to bring you to the login/registration page 
• For customers who logged in previously, provide your login details and click ‘Continue’ 

For new users: 

• Enter the business e-mail you want to use to log into the Barco Service portal (Fig. 1) 
• 
• Click ‘Continue’ to confirm 
• After acceptance of your registration request as a new user by Barco, a verification code will be sent to the email address used during the registration process (Fig. 2) 
• 
• Enter the verification code and click on ‘Continue’ 
• Complete the next page with the required information (Fig. 3) 
• 
• A Salesforce account will be created for the customer company name entered 
• A Salesforce Contact will be created using your First & Last name.  
• The Contact will be linked to an existing domain account. In our example below, the domain is the ‘mailinator’ domain (all e-mails like this will be linked to that account). 
• Create a 12-digits password  
• Click ‘Continue’ to get to the welcome page of Barco Service portal (Fig. 4) 

 (Fig. 4)  

2. Navigating on the Barco Service portal 

After a successful login to the Barco service portal, you click on Support and will be redirected to the service portal page. All information found on the service portal is related to the person that has logged in. Below is an example of the homepage (Fig. 5). 

On the home page (Fig. 5) you will find the following features:

1. A search bar is at the top of your screen. It is important to note that this search function only returns information from Service portal-specific data.
2. Search Button
3. Your profile information includes
   • Home: return to the home screen
   • Logout
4. A navigation bar includes:
   • Home
   • Cases
   • Work Orders
   • Projects
   • Service Contracts
   • Create Case
5. Buttons to help you navigate the Portal
   • All Open Cases
   • All Cases Waiting Feedback
   • Al Cases Waiting PO
   • All Workorders Waiting Return
   • Cases Logged by me -Open
   • My Cases Awaiting Feedback
   • My Cases Awaiting PO

• On the Home we have search option that give a user the ability to search cases, articles and more (Fig. 6)  

(Fig. 6) 

3. A closer look at what you can find via the navigation bar 

Cases 

Click on ‘Cases’ to get essential case information. 

From here you can select the type of List view you would like to see.  
Click on the little arrow to select the type of List view you prefer  (Fig. 8 & 9)  

Work Orders

Similar to the way of working for Cases, when clicking on Work Orders on the Home page and the chosen List view you will get an overview of your work orders. (Fig 10)

(Fig 10)

Projects

Similar to the way of working for Cases, when clicking on Projects on the Home page the chosen List view you will get an overview of your work orders or projects. 
Please note that for Projects you will see only 2 available List views: (Fig 11)

• All or Recently viewed 

(Fig 11)

Service Contracts  

The user can click on 'Service Contracts’ to get an overview of those service contracts. An overview is provided giving you some essential information about the service contracts in a quick, easy view. (Fig. 12 and 13) 

The following list views are available: 

• All Active Service Contracts:

  • Displays all active service contracts.
  • These contracts are currently within their start and end dates (i.e., the service is ongoing).
  • Contracts that have not yet started or have already expired will not be included.

• All Future Service Contracts:

  • These contracts have a start date in the future and have status inactive but not cancelled yet, they have not started providing services.

• All Service Contracts:

  • Displays all service contracts associated with the account, regardless of their status (active, released, future, expired, etc.).

• Recent View:

  • This will display a list of contracts that you have recently visited.
  • It helps users quickly access contracts they interacted with recently, regardless of the contract's status (active, released, future, etc.).

 (Fig. 12 and 13) 

Create a Case 

The most important feature of our Barco Service portal is the possibility to create a case by the customer.

By clicking on ‘Create Case’, it starts the process of case creation. (Fig.14) 

At the top of your screen, you can see a ‘path’, which is an overview of the process needed to create your case. Right now, we are in the ‘Basic Information’ stage. 

Underneath we have some fields to fill out: 

• Subject: 
  A brief description of the topic  

• Type including: 

  • Inquiry: Typically, a non-product-related question. When you want to register a product-related issue, you need to select ‘Service Request’. 
  • Service Request: For product-related issues. 
    • This is the biggest flow where we ask for you to specify a product model, an asset, an entitlement ID, or a manufacturing serial number. 
  • Spare Part Sales: Here you can choose the product model and register a case. 

Since each of the case types has a different case creation flow, we will discuss each flow separately below. 

Inquiry 

To start off with the creation of an inquiry case: 

Step1) 

• Fill out the Subject,  
• Select the ‘Inquiry’ type  
• Fill out the description for the inquiry. 

 (Fig.14) 

Step2) 

• Select the Account, If you do not select ‘any account and hit Next then you will be redirected to a page where you will need to add your company (Fig. 15 and 16 below): 

• On the next screen (Fig. 17) the user needs to select the Product Model. If no product model is selected, then Barco will not be able to treat the customers’ request in an optimal way: 

(Fig. 17)

• You can once again press ‘Next’. On the next screen, you can upload additional attachments and write additional comments. 

• After pressing ‘Next’ you will receive a successful confirmation of your case and a case number (Fig. 18): 

This will take the user to the newly created case page that shows all the information filled in as well as additional comments or uploaded files sections. (Fig. 19) 

The case information: 

 (Fig. 19) 

The ‘Post’ section on the right provides users the ability to:

• Post / Share an Update: Users can leave feedback, ask questions, or share and update to start a new comment thread.
• Ask questions: Users can inquire about specific services, contracts, or features, seeking assistance or clarification.

The ‘Add Files’ section on the right can be used to add any data to the case.

 (Fig. 20) 

Service Request 

To start off with the creation of a Service Request case,  

• Step1) 

  • Fill out the Subject,  
  • Select the ‘Service Request’ type  
  • Fill out the description for the Service Request. (Fig. 22) 

(Fig.21)

 Step2) 

• Similar to the ‘Inquiry’ after filling in Subject and description click on ‘Next’ to continue the Case creation Wizard and enter your Company name. (Fig. 23) 

(Fig.23)

• Click ‘Next’ and the user will be directed to the ‘Case Details’ stage specifically for a Service Request. Here the user can select if their problem is related to Software or Hardware (Fig.24): 

(Fig.24)

• When choosing Hardware, the Manufacturing Serial Number is requested 
• When choosing Software, Entitlement ID (or Software License Key) is requested 

Let’s proceed with the Hardware type  

• Select Hardware 
• Fill in the Manufacturing Serial Number. (Fig. 25) 

(Fig. 25) 

After clicking ‘Next’, the flow will search across the data in Salesforce and will return assets that have that Number specified on its record. User must select the asset and click Next  (Fig.26) 

(Fig.26) 

• Click ‘Next’ once again.  
  On the next screen, the user will get an overview of the Warranties and Service contracts (Contract Line Items) that are currently covering his chosen asset. In our example, Barco found a Warranty and a Contract that are both still active. This way the user knows if the asset is under warranty or not. (Fig.27) 

(Fig. 27)

On the Next screen we come to the final step of the process where some additional information is asked: 
 

• Bill-To/Sold-To Account:  
  Here the user can select the Bill-To/Sold-To Account which will be used for this case. If no Bill-To Account is available, Barco will not be able to process any work order. 

• Ship-To Account:  
  Here the user can select which address to use when shipping parts (in case spare parts are needed), or to which address an asset needs to be returned after a repair.  
  To create a new Ship-To Account, simply leave the field empty and you will be able to create a new ship-to account when pressing ‘Next’. 

• Ship-To-Contact:  
  Here you can select the contacts that are linked to the Ship-To Account. To create a new Ship-To Contact, simply leave the field empty and you will be able to create a new ship-to contact when pressing ‘Next’. 

After clicking ‘Next’ the user will be redirected to a ‘Thank you’ screen where the Case details can be viewed, files can be uploaded, or additional comments can be entered. (Fig. 28) 

(Fig. 28)

Spare Part Sales 

To start off with the creation of a Spare Part Sales case, (Fig. 29) 

• Fill out the Subject 
• Select the 'Spare Part Sales’ type 
• Select the appropriate Account 
• Follow the same procedure as with the above types (Inquiry/Service Request) 

(Fig. 29) 

4. How to create an account during the case creation process (Fig. 30) 

Let’s say the user did not find any Account or the correct Account during the case creation. They will need to create a new account. To create a new account, leave the account selection screen empty (when no account was found, this will be empty already) and press ‘Next’. On the next screen, the user will be able to create a new account by filling in all required data 

(Fig. 30) 

5. Useful Links 

Where to buy our products 
To find where you can buy our Barco products, click here for more info. 

Service locator - Barco 
To find our country-based Services partners, click here for more info. 

Knowledge base articles 
To find out product-related knowledge base articles, click here.