The Customer Community is a self-service hub for contact center professionals to connect, collaborate, and share knowledge about CXone Mpower and LiveVox, as well as create and manage support cases. 

Accessing the Customer Community Hub

Complete the following steps to access Community:

1. SmartReach / LiveVox will register you to provide access to the Community platform. 
2. Each user receives an email prompting you to create a password and log in.

Logging in to the Customer Community Hub

Complete the following steps to log in to Community:

1. Navigate to  https://community.niceincontact.com/s/.
2. Enter your Customer Community username and password.
   Note: Your Customer Community username is unique and not interchangeable with your email address or your NICE CXone Mpower credentials. Please check your welcome email if you do not remember or click the username recovery button and follow the prompts to recover your username. 

Recovering Your Customer Community Username

If you forget your username, complete the following steps:

1. Navigate to the login page: https://community.niceincontact.com/s/.
2. Click the Forgot username or password button.
   
3. Click Recover your username using your registered email address, enter your registered email address, and click Submit. 
   Note: Ensure that you enter the email address that is associated with your Customer Community account. If you aren’t sure which email is registered, you can search for the welcome email sent from the community when you registered.

You will receive an email with your username. If you also need to recover your password, follow the customer community password reset instructions below.

Resetting Your Customer Community Password

Complete the following steps:

1. Navigate to the login page: https://community.niceincontact.com/s/.
2. Click the Forgot username or password button.
    
3. Click Recover your password by entering your username radio button, enter your Customer Community username and click Submit. If you aren't sure of your username, follow the instructions in the Recovering Your Customer Community Username section. 
   

   Creating a Case in Customer Community

Complete the following steps:

1. Navigate to https://community.niceincontact.com/s/ and log in to your Customer Community account.
2. From the top navigation menu, select Service & Support, and then select Manage Cases. 
   Note: If this option is not visible, it means that you do not have permission to manage cases in Customer Community. Please reach out to your account representative for assistance. Alternatively, you can also access the cases management page by selecting the Get Support tile on the Customer Community homepage.
   
3. Click the Create Case button.
   
4. You have the option to select the type of case you want to create:
   1. Report an Issue (Incident Case): Anything that causes an interruption or a reduction in the quality of a Nice CXone Mpower service or product.
   2. Request Changes (Work Order): Cases requesting moves, adds, and changes to any product or service.
   3. Not Sure? (Service Request): Cases requesting information (non-break/fix issues).
      
5. Select the account for which you are creating a case.
   
6. Select a topic for your case, and then click Next.
   
7. Select a product or service (skip this step for a work order): Select the product related to your request, and then click Next. 
   
8. Complete the required fields with the relevant information:
   1. Subject: Enter a short precise description of the issue or the request, including the symptom or error message if applicable. Letter count is 255 max. 
   2. Description: Describe the issue you are experiencing or question you have. Include as much details as possible so that your case can be resolved in a timely manner. 
   3.  Primary contact: Your name will be automatically populated. You can click the drop-down to choose another person if you will not be the primary contact.
   4. Contact Phone Number (Optional). If this is not filled out, the agent uses the number provided in your account details. 
   5. Secondary Contact: You can choose a secondary contact. The secondary contact will be sent case updates and will be contacted in the event you are unreachable.

9. Click Next.

10. Select the Severity and Impact (this step applies only to an incident case): You can click on the Severity and Impact links in the case creation form for additional information. Severity indicates the impact on the overall business and Impact indicates the percentage of agents impacted. 
    

11. Click Next.

12. Select the best time during which you would like to be contacted about the case, and then click Next.
    

13. Review your selections and click Next if the information is correct or Edit to make changes.

14. Review related documents: On the right side of the pane is a list of documents related to the issue you reported. You should review these documents for information that could help you resolve your issue immediately. 
    

15. Upload any files: You can upload files that might assist our support team in resolving your issue, for example, logs, error screenshots, and so on. The file size limit is 25MB.
    

16. Click Submit to submit your case or Cancel if you were able to resolve the problem and no longer need to open a case.

Finding and Viewing a Case

You can view cases you have created, are a secondary contact for, and in some cases all those cases opened by people in your company (permission dependent). 

To view the case information, complete the following steps:

1. From the top navigation page, select Service & Support and then Manage Cases.
   
2. You can sort the cases by case number, contact, subject, status, type, account number, account name, last update, and created date. To sort by one of these, click on that column to sort ascending (↑) or descending (↓).
   
3. You can also search for the case number in the case search field by entering the case number and then clicking Enter. 

   Updating, Uploading, and Closing a Case in Customer Community

To add comments to a case, complete the following steps:

1. From the top navigation page, navigate to the cases page by selecting Service & Support and then Manage Cases.
2. Click on the case number you want to update. 
   
3. Click the Case Comments tab and click Add Comment.
   
4. Enter your update/comment, and then click Add Comment.
   
5. Review your comment under the Case Comments section.
   

Uploading a File to a Case

You may need to upload a file to your case at the request of technical support, or if you feel it will help in resolving your case. 

To upload a file you can use either of the following methods:

1. Click the Upload Files button on the case detail page.
   OR
2. Click on the Upload Files button in the Attachments section of the case on the right side.
   
3. Click Done when the upload is complete.
   You can now see the file in the attachments section of the case.

   

Closing a Case

To close a case, complete the following steps:

1. From the top navigation page, select Service & Support and then Manage Cases.
2. Click on the case number of the case that you want to close. The Case Details page is displayed.
   
3. Click Close Case.
   
4. Enter your reason for closing the case and then click Close Case.