EPICweb Customer Portal User Guide

EPICweb Customer

Portal User Guide

Version 1.0

Disclaimer

This document is for informational purposes only and is subject to change

without notice. This document and its contents, including the viewpoints,

dates and functional content expressed herein are believed to be accurate as

of its date of publication. However, Epicor Software Corporation makes no

guarantee, representations or warranties with regard to the enclosed

information and specifically disclaims any applicable implied warranties,

such as fitness for a particular purpose, merchantability, satisfactory quality

or reasonable skill and care. As each user of Epicor software is likely to be

unique in their requirements in the use of such software and their business

processes, users of this document are always advised to discuss the content

of this document with their Epicor account manager. All information

contained herein is subject to change without notice and changes to this

document since printing and other important information about the

software product are made or published in release notes, and you are urged

to obtain the current release notes for the software product. We welcome

user comments and reserve the right to revise this publication and/or make

improvements or changes to the products or programs described in this

publication at any time, without notice. The usage of any Epicor software

shall be pursuant to an Epicor end user license agreement and the

performance of any consulting services by Epicor personnel shall be

pursuant to Epicor's standard services terms and conditions. Usage of the

solution(s) described in this document with other Epicor software or third

party products may require the purchase of licenses for such other products.

Where any software is expressed to be compliant with local laws or

requirements in this document, such compliance is not a warranty and is

based solely on Epicor's current understanding of such laws and

requirements. All laws and requirements are subject to varying

interpretations as well as to change and accordingly Epicor cannot guarantee

that the software will be compliant and up to date with such changes. All

statements of platform and product compatibility in this document shall be

considered individually in relation to the products referred to in the relevant

statement, i.e., where any Epicor software is stated to be compatible with

one product and also stated to be compatible with another product, it

should not be interpreted that such Epicor software is compatible with both

of the products running at the same time on the same platform or

environment. Additionally platform or product compatibility may require the

application of Epicor or third-party updates, patches and/or service packs

and Epicor has no responsibility for compatibility issues which may be

caused by updates, patches and/or service packs released by third parties

after the date of publication of this document. Epicor is a registered

trademark and/or trademark of Epicor Software Corporation in the United

States, certain other countries and/or the EU. All other trademarks

mentioned are the property of their respective owners. Copyright Epicor

Software Corporation 2014. All rights reserved. No part of this publication

may be reproduced in any form without the prior written consent of Epicor

Software Corporation.

Title Placeholder Subtitle Placeholder

EPICweb Customer Portal User Guide

Copyright Epicor Software Corporation

2014 Version 1.0

Table of Contents EPICweb Portal Access ................................................................................................................................................1

The EPICweb URL .................................................................................................................................................1

WEB Domain ........................................................................................................................................................2

Log in to EPICweb from your Web Browser ...............................................................................................................4

Your First Attempt since before the EPICweb Upgrade .......................................................................................4

Pre- Account Migration Login with your old EPICweb Account .........................................................................4

Forgot your old EPICweb Account Name or Password? .....................................................................................4

Migrating your user account ................................................................................................................................6

Migration process: ..............................................................................................................................................6

Customers: Create an EPICweb Account Now ...........................................................................................................8

To Create an Account: ........................................................................................................................................9

To Reset Password:.......................................................................................................................................... 10

To Change Password: .........................................................................................................................................1

Why can't I log in to EPICweb? ...................................................................................................................................1

Credentials Manager ............................................................................................................................................2

EPICweb Main Page: New Look and User Experience (UX) ........................................................................................4

The New Information Architecture of EPICweb .........................................................................................................5

Page Header Region ...................................................................................................................................................8

Primary Navigation Menus ..................................................................................................................................8

EPICweb Site Search .............................................................................................................................................9

Social Networking Icons .................................................................................................................................... 10

Left Navigation Region ............................................................................................................................................ 14

Common Green Bar Links ................................................................................................................................. 14

Contact Epicor ................................................................................................................................................... 14

Provide Feedback .............................................................................................................................................. 14

Submit a Support Call ........................................................................................................................................ 15

Search Site ......................................................................................................................................................... 15

User Resource Links per User Type ................................................................................................................... 15

Account Team Panel ......................................................................................................................................... 21

Call Summary Panel .......................................................................................................................................... 21

Maintenance Panel ........................................................................................................................................... 23

Page Main Body Region ........................................................................................................................................... 24

Primary Informational Banner .......................................................................................................................... 24

Tabbed Product Quick Access Bar..................................................................................................................... 24

Marketing Customer Focus Banner .................................................................................................................. 24

Rotating Announcements and News Blocks ..................................................................................................... 24

Page Footer - Legal Statements ........................................................................................................................ 25

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EPICweb Portal Access Accessing the Epicor Customer and Partner Portal, EPICweb, is done by specifying the proper URL to the

site and logging in with previously established your site credentials. As an Epicor Customer, you will

need to be registered in our Clientele CRM system by your Sales Account Team, and then have an

EPICweb Account created for you as an individual user (based on your company email address and your

companies assigned Site ID.

The EPICweb URL

Using an HTTP link: HTTP://Epicweb.Epicor.com

This link should work but will be redirected to the secure HTTPS link HTTPS://Epicweb.Epicor.com .

Using an HTTPS link: HTTPS://Epicweb.Epicor.com

This is the correct SSL Secured link to EPICweb, whether you are within the Epicor Corporate Network or

outside on the Public Internet.

Depending upon the configuration settings in your browser, and the browser type and version you are

using, and the operating system running your computer, you could potentially experience problems

accessing EPICweb at this URL.

If this occurs you can try using a different browser (Chrome, Firefox, etc.) or version if that is an option

available to you. Otherwise there are many possibilities as to why your browser cannot get to the

EPICweb website.

Some of the more common reasons are:

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Your currently open browser sessions are causing cached page data to be kept on

your computer. Closing all your browser sessions, related to EPICweb or not, then trying

to access the EPICweb link again, can often resolve the problem.

Browser History can be a cause too. Sometimes Deleting your Browser History can clear

this up.

Custom security settings in your browser can cause issues accessing the site. Resetting

you browser security to the default settings for the Internet can sometimes help resolve

this issue.

Check for Proxy and DNS settings that could be blocking the site. Setting this URL as an

exception to allow can sometimes resolve the issue.

If you have Add-ons installer in your browser, they can sometimes cause this type of

conflict, and disabling your browser add-ons can resolve this issue sometimes.

There are many more possibilities as well, and the best approach to resolution is to have your local IT

representative take a look at your particular issue, your client computer, youre your browser

configuration settings to see if they can quickly resolve your access issues for you. If you are still

experiencing issues contact Epicor Support at [email protected].

WEB Domain

To clarify a little more about EPICweb and the process for logging in to access the website, lets discuss

the WEB domain in which EPICweb is hosted and resides. The EPICweb website resides behind our

firewall in a Domain called WEB. This is a secured Domain, accessible to the outside internet, via

domain account login. Your EPICweb account is a domain account into Epicors WEB domain, and is

necessary for accessing the EPICweb website.

When you are logged onto your computer you are always within either a local workgroup (which be

default is your computers name) of on a Network Domain (like within your company network). When

you try to log into a website in a secured domain other than where your computer is currently running,

you will always be prompted to login (with the exception of saving the URL and domain login

information in a local Credentials Manager on your computer).

This is why, when you open your browser to the HTTPS://Epicweb.Epicor.com URL, you are prompted to

login. And very often that login prompt is pre populated with a login name your computer remembers

for you. Additionally, the Domain (shown below the Username and Password prompts in Internet

Explorer) will always default to your current network domain or local workgroup.

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As a result you will need to enter your EPICweb account name preceded by the WEB domain name and a

backslash (\), like this:

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Log in to EPICweb from your Web Browser Your First Attempt since before the EPICweb Upgrade

Pre- Account Migration Login with your old EPICweb Account

If you havent yet logged into the main EPICweb site since the upgrade of EPICweb, and therefore have

not yet migrated you old EPICweb account to the new EPICweb account format, you may experience a

few unfamiliar things when trying to login to EPICweb that first time.

Forgot your old EPICweb Account Name or Password?

If you had your EPICweb credentials stored in your computers Credential Manager or a similar security

tool, or if you just havent used your EPICweb login for a while, you may find that you cannot remember

your account name or the associated password. If this has happened to you, go to the page shown

below at the link https://webaccounts.epicor.com where you can use these links to recover this

information and more:

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Once you are able to login to EPICweb (https://epicweb.epicor.com) with your pre-migration EPICweb

account, you will be immediately asked to migrate you account to the new EPICweb account format.

Follow the instructions given carefully, and you will receive a new EPICweb account name and password

in your email (at the email address you entered). Use this new account name and password to login

again. Be sure to remember to close all open browsers before trying to login to EPICweb with your new

EPICweb credentials. For more details on the EPICweb Account migration process see the next section

on Migrating your user account.

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Migrating your user account

If you have an EPICweb account from before the recent (Jan 2014) EPICweb upgrade, please follow

these steps to migrate your account to the new EPICweb account format. If you have any problem,

please contact the support team at [email protected], copying the details in which step you are

getting the problem and print screens if possible. Note if you do not remember your password, you can

have it reset from here: https://webaccounts.epicor.com/ForgotPassword.aspx

Migration process:

1. Close all your Web browser sessions.

2. Go to https://epicweb.epicor.com.

3. Enter your old username and password (be sure to include web\ in front of your old

username, like web\jsmith , if jsmith was your old EPICweb account name.

4. Then presented with the page below, click the Migrate me now link button.

5. Check your email for a message containing your user information from our CRM system

(Clientele) for you to review and confirm. There is no need to Reply to this mail. After

reviewing this email, if everything looks correct, click on the link button for Continue

Migrating your account.

6. After a minute or two, check your email again for an email with your new user name and

password. If you do not see either of these emails in your inbox, you may want to check

your Junk Mail folder too.

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7. You will receive an email like this:

8. Close all your browser sessions completely, and log in to EPICweb from the EPICweb link in

your email notification. (Make sure youre using the WEB\ in front of your new username).

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9. Once logged in you will see the new EPICweb home page.

Customers: Create an EPICweb Account Now If you are new to EPICweb Epicors Premier Customer and Partner Portal, you can go to the following

link to get EPICweb Portal Access:

https://webaccounts.epicor.com

then Click on the New User? link. Or you can go directly to this link to create a new EPICweb user

account:

https://webaccounts.epicor.com/CreateAccount.aspx

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To Create an Account:

1. Enter your e-mail address (which must be in our CRM system for this site ID).

2. You may optionally enter a company Site ID, if you have a parent company site and one

or more child company sites and you need a separate account for each of your child

site accounts.

3. Click the Verify Information button and an email will be sent to the email address

indicated above.

a. If you already have an account you will be instructed how to reset your password.

b. If your e-mail address is not in our system, you will get a message that your e-mail

address is not valid for the site ID - Please contact your Customer Account Manager

(CAM) or the Administrative contact for your company can add you.

c. If your information sent to your email was incorrect, please contact your CAM or Epicor

Support at [email protected].

4. Do Not Reply to the email you receive to Verify your information Just visually review and if all the information is correct in the email you received, you should proceed by

clicking the button Create EPICweb Account.

a. If your account is created successfully, an e-mail will be sent to your e-mail

address containing the username and password.

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To Reset Password:

1. Select Forgot Your Password? link

2. Enter your e-mail address (which must be in our system for this site ID).

3. You may optionally enter a company Site ID, if you have a parent company site and one

or more child company sites and you need a separate account for each of your child

site accounts.

4. Press the Reset button.

a. If your account is not found then you will be instructed to contact EPICweb

support by filling out a form.

b. If your password is successfully reset, an e-mail will be sent to your e-mail address

containing the username and new password.

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To Change Password:

1. Select Change Your Password? link

2. Enter your WEB account Username. Note you do not need to prefix the WEB\ to the

username.

3. Enter your Current Password.

4. Enter your New Password.

5. Re-enter to confirm your new Password.

a. You will see a message that your password has been changed and no e-mail will

be sent.

Why can't I log in to EPICweb?

Assuming you have not made typing errors when entering your new EPICweb username and password,

the most common reason for difficulty logging in to EPICweb is due to cached EPICweb login credentials

due to open browser sessions on your computer.

Be sure you close all your web browser sessions before you attempt to login with your new EPICweb

user credentials, regardless what is running in those browser sessions.

Also please make sure you are using web\ in front of your new EPICweb username.

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If your login dialog come up with a different login name or with something other than web\ in front of

your EPICweb username, choose the option below that one, to Use another account and enter your

EPICweb username with the web\ domain name in front of it, along with your new password.

Credentials Manager

After you make sure you closed all you browser sessions and entered you credentials correctly, if you

still cannot log in to EPICweb and are getting a blank screen after multiple login attempts, you can try

these steps to clear any of your credentials that may be saved into the Credentials Manager on your

computer.

Steps to clear your EPICweb credentials form the Credentials Manager:

1. Go to My Computer or Open an Explorer window.

2. Type Control Panel\All Control Panel Items\Credential Manager to the address bar.

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3. Find your stored EPICweb credentials under epicweb.epicor.com and remove it from the

vault.

Examples:

4. Close down your all browser sessions and try to login to Epicweb.epicor.com again.

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EPICweb Main Page:

New Look and User Experience (UX)

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The New Information Architecture of EPICweb The architecture of the new EPICweb main page is

To make the page easier to navigate by reducing the navigation choices and

information presented to simplify what you see and need to absorb, and then decide

what you want to do.

To present the information on the page focused to the role and interest of the

particular logged in user, you. As a customer you will see information a customer needs

and information about the products you specificatlly own:

o Product tabs for each of your licensed products,

o Customer Resources panel, with links to your Company/User specific information,

o Account Team panel, with your Epicor Account Team members contact

information,

o Call Summary panel, with a summary of your companys Support Call status,

o Maintenance panel, with the current license status for your owned products.

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Breaking down the areas of the EPICweb home page further we have

o The Page Header Region with

Primary Navigation Menus,

The Search Box,

A set of Social Networking Icons.

o The Left Side Region with

Common EPICweb Green Bar Navigation Links,

Common User Resources tailored by user type,

User and page specific Informational Blocks and Links below.

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o The Central Region and Main Area of the page with

The Primary Marketing Information Banner,

The User Role Focus Area which contains various lists or link groups per user type,

A Marketing Customer Resource Focus Panel, with Protect, Extend, Converge sections,

The Rotating EPICweb Info and Latest News Listings.

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Page Header Region Primary Navigation Menus

The Top level EPICweb navigation menu has changed slightly from the old EPICweb, primarily due to the

new Information Architecture and therefore a new philosophy around the menu navigation. This

philosophy is for a product oriented presentation of information. The menu changes accompany

changes in other areas of the main page, following this rule:

If it is product specific information being accessed then it will be available under selected product menu

or heading.

So, for many of the menu items you previously navigated to by functional, business area first (Support,

Documentation, Education, etc) and then selected the product you wanted the information on, now you

first select the product under the Products menu and then you select the functional, business area

you are interested in. For example, to get to Avante product updates, you would go to Products,

Avante, Updates.

This will result in the Avante Products Announcements page filtered with results just for the Avante

product line. Note, in this case, you could still use the Resources menu to go to Product Updates, but

you would then need to filter the results down to only the product you are interested in, or wade

through all the product results to find the update you desired.

The rest of the Top level EPICweb menu Resources, Partners, Education, Services, Community,

Administration are intended to be a minimal set of non-product specific functional business menus,

as you are familiar with from the old EPICweb.

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You should note, you will only see the menus and sub-menu items that your user role and security

allows you to have access to. For example:

The Downloads menu item under the Products sub-menus, are only available to

Customers where they have current maintenance licenses for the product in question.

The Partners menu is only available to Partner users and Epicor employees

The Administration menu is only available to Epicor employees

EPICweb Site Search

The Search box for EPICweb is located above the Menus to the right side of the page, next to the Social

Networking icons.

This Search box is for EPICweb site-wide searching, and is the same as the Site Search available in the

left side Green Bars:

It will return results for content and collateral for all areas of EPICweb that you have permissions

to access.

This should not be confused with the other functional areas referred by the Search word, such as:

Search for Customers

Search for People

Search for Calls

Super Search

These are technically reports rather than web site search features, but they allow you to search for and

find much more specific categories of information than the site wide search does.

There is also the Resource Library Search (under Resources menu) and the Service Resources Library

search box which are both more specific content search capabilities.

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Social Networking Icons

Positioned at the top of the page, to the right of the Site Search Box, are the Social Networking icons

allowing you to connect with Epicor via:

LinkedIn Takes you to the Epicor Software LinkedIn site where you can review the company and career possibilities with Epicor.

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Google Plus Takes you to the Epicor Software Google site Posts page where you can review and comment on posts and Follow Epicor Software.

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Facebook Takes you to the Epicor Software Facebook page where you can review Epicor Software Wall posts and add your Likes and comments.

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Twitter Takes you to Epicor on Twitter so you can Follow Epicor

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Left Navigation Region Common Green Bar Links

Contact Epicor

This link will take you to the Contact page presenting easy contact information for:

Your Customer Account Manager (CAM),

Epicor Support Escalations,

Other Business Areas emails,

Key Epicor regional office locations worldwide,

Provide Feedback

This presents you with a form intended for you to give feedback on the new design and layout of the

site, including your comments on what you think of the site changes or how you would like to see it

changed going forward. You can include comments on functionality what you would like to see added,

what you find not too effective to use, etc.

This link should not be used to:

Ask for assistance logging in to the site or migrating your EPICweb account.

Report difficulties using the site here you need immediate support.

Report errors or performance concerns you experience when using the site.

Contact or request assistance from your Customer Account Team

Issues accessing or using the site, website errors, website performance issues, or anything requiring

immediate support from Epicor support staff should be sent to [email protected].

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Submit a Support Call

This link should continue to be used as it always has been, to submit a support call for any issue you

have in using an Epicor product, indicating the Product Line, Module, Version, and Options your need

support for. These Support Calls are routed to the Regional Customer Support team in your area.

Search Site

As previously discussed, this Search Site link allows you to conduct a full website wide search for

collateral or content you are interested in, matching your search criteria string entered into the

Search box.

Note you will not be able to access any content you do not have license or permissions to access.

User Resource Links per User Type

Customer Resources

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As you can see, there are several links to available resources for the Customer:

My Contacts this link will take you to a page listing you organizations contacts.

If you are your companys Administrative Contact then you will be able conduct several activities from here, including:

1. Edit your Administrative Contact information.

2. Edit other Contacts in your organization.

3. Add new Contacts for your organization.

4. Create EPICweb accounts for contacts in your organization, if they do not yet have

one.

5. Flag which Contacts for your company are No Longer with Organization so their

accounts and Clientele information can be disabled and removed.

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My Company Profile clicking the My Company Profile link displays your organizations Profile information and allows the Administrative Contact an option to update.

My Education this link will take you to the Epicor University Class Schedule page allowing you to search for Epicor training classes to sign-up for.

If your Find A Course button is missing this usually indicates there is a problem with you

product maintenance status, or possibly some issue with your Education records. If this

occurs, contact EPICweb support at [email protected] for assistance in clearing the issue.

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Search Calls this link will take you to a page to generate filtered reports of the Support Calls related to your organization.

Search AnswerBooks this link will take you to a page allowing you to run a report against

the Cleintele AnswerBooks, filtering by Product, Phrase, and Any or All Key Words. No

initial

report is run by default for this case, due to the potentially excessive length of time to

run a

non-filtered report.

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Search People this link will take you to a page to generate filtered reports of the People registered with your organizations Site ID, listing their Name, their Title, their Role within your organization, their contact Phone Number and Email Address.

Search Tips this link will take you to a page allowing you to run a report against the

Tech Tips database, filtering by Product Platform and Module, Tech Tip number, Phrase,

and Any or All Key Words. No initial report is run by default for this case, due to the

potentially excessive length of time to run a non-filtered report.

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Search CRs this link will take you to a page allowing you to run a report against the Change Requests database, filtering by Product Platform, Module and Version, as well

as Action, Change Request number, Status, Phrase, and Any or All Key Words. No initial

report is run by default for this case, due to the potentially excessive length of time to

run a non-filtered report.

My Project Site this link will take you to your organizations Project Control Center (PCC) site if one has been created for your company. Here is an example of a PCC site

(note that depending upon when your organizations PCC site was created, your site

layout may look different, as it may have been created from a different PCC Site

Template.

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Account Team Panel

Your Epicor Account Team contact information if available will appear in the Account Team panel, just

below you Customer Resources panel. This will contain the name and phone number for each member

of your Epicor Account Team. Clicking on the name allows you to send an email to that contact as well.

The example below shows the Customer Account Manager, Channel Manager, and Sales Manager

contacts for this Account Team. Your Account team contacts will vary depending upon what data is

available from our SalesForce.com application.

Call Summary Panel

The Call Summary panel shows a summary count of all your organizations Support Calls according to

their Status. If you click on any Status (i.e. Closed) a new window will display with a panel containing a

list of all the support calls, with that Status, for your organization.

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From the list, clicking on any Call Number, will open a new window with the Call Details displayed.

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Maintenance Panel

The Maintenance Panel will display current Product License information for the Epicor products your

organization has purchased. It will list out the Type of product and the current Maintenance Expiration

date we have on record for this product purchase.

This gives you a convenient visual reminder to your product license status without having to reference

other resources.

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Page Main Body Region Primary Informational Banner

This EPICweb site banner is used to present major initiatives and announcements to the EPICweb User

base. These rotating banners are all clickable to get to further detailed information on the topic

of interest.

Tabbed Product Quick Access Bar

This bar gives you quick access to the most used areas of the website with the content focused and

filtered, where possible, to the product of the tab you have selected. For instance, if you are on the

Epicor ERP 9 product tab and you click the Class Schedule link under the Education section, you will see

a page showing the class schedule list for available Epicor ERP 9 classes allowing you to use one click

from the main EPICweb homepage to see the applicable list of classes available for one of the products

you own no need to click on the Education menu at the top of the page, and select the Class Schedule,

then choose your product, to get to the classes you want to see. Instead, just its one click away!

Marketing Customer Focus Banner

This banner is a place holder for a soon to be coming Marketing initiative to help you more easily find

collateral related to Protecting, Extending, and Converging you investment in Epicor products. This

banner will be enhanced in the near future to offer clickable areas for these initiatives.

Rotating Announcements and News Blocks

These blocks give you quick access to many important Epicor Product and Event Announcements as well

as the latest news about recent events and important Epicor products and services offered to you.

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Page Footer - Legal Statements

On the Footer area of the page you will find the standard links to the legal statements for Terms of Use

and Privacy Policy with regard to the website, as well as the Copyright Notice.




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Corporate Office

804 Las Cimas Parkway

Austin, TX 78746

USA

Toll Free: +1.888.448.2636

Direct: +1.512.328.2300

Fax: +1.512.278.5590

Latin America and Caribbean

Blvd. Antonio L. Rodriguez #1882 Int.

104

Plaza Central, Col. Santa Mara

Monterrey, Nuevo Leon, CP 64650

Mexico

Phone: +52.81.1551.7100

Fax: +52.81.1551.7117

Europe, Middle East and Africa

No. 1 The Arena

Downshire Way

Bracknell, Berkshire RG12 1PU

United Kingdom

Phone: +44.1344.468468

Fax: +44.1344.468010

Asia

238A Thomson Road #23-06

Novena Square Tower A

Singapore 307684

Singapore

Phone: +65.6333.8121

Fax: +65.6333.8131

Australia and New Zealand

Suite 2 Level 8,

100 Pacific Highway

North Sydney, NSW 2060

Australia

Phone: +61.2.9927.6200

Fax: +61.2.9927.6298

Additional information is available at the Education and Documentation areas of the EPICweb Customer

Portal. To access this site, you need a Site ID and an EPICweb account. To create an account, go to

http://support.epicor.com.

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