How to submit an Incident case in the NICE Customer Community

Prerequisites

• Access into the NiCE Customer Community. See here to get access if you need it.
• You have already searched through our Success Center KB to find the answer to your issue.
• You have crowdsourced the CXone Mpower Expert (Mindtouch) Community for answers.

Submit a case

1. Login to the Customer Community’s homepage https://community.niceincontact.com/s/

2. Select "Get Support"

3. Select "Manage Cases"

4. Select Create a Case button (*Note: If you don’t see an option to create a case, request permission from your CXone contact or user administrator) 

5.  To submit a case, select Open an Incident Case: 

6. Select your corresponding account for your case and topic 

7. Choose Your Product or Service (CXone Mpower Expert/Mindtouch) 

8. Type in Subject & Description and select the primary contact (*Note: Provide as many details as possible) 

9. Select Case Severity and Impact 

10. Select Contact Hours 

11. Review Your information and Submit 

Upon submission, you will receive an email confirmation. If you have any further questions, please email your CXone Mpower Expert CSM. 

View a demo of the steps here: